Operations Manager
Ensure end-to-end service and quality goals are met
Ensure SLAs, quality and processing compliance goals
are met by prioritizing and rebalancing work to align with back-office resources, ensuring the right work is sent to the right people, at the right time.
91% Reduction in end-to-end processing times (from >35 days to 3 days) Capita
Wesleyan went from 2 day to 6 hour decision promise
Major UK Energy Provider substantial reduction in OT and increase in turnaround times
RSA transforms back-office productivity and effectiveness
Verint Operations Manager empowered RSA leadership with the actionable intelligence and business practices they needed to drive operational excellence.
Learn More“We gained complete insight into process inefficiencies, true volumes, skills, capacity, and demand by the second. For the first time, the leadership team felt empowered.”
Customers
Verint partners with iconic brands to balance back-office costs while improving service and close the Engagement Capacity Gap
Enable a more agile, responsive back-office
With Verint Operations Visualizer back-offices can increase time spent in production. Verint Operations Productivity (formerly Work Manager) helps improve the effectiveness of employees while in production.
Verint Operations Manager builds on these capabilities, adding functionality to help back-office operations quickly adapt to changes in customer demand. They can rebalance and reprioritize workloads intraday to ensure end-to-end service goals are met.
Analyst Finds Back-Office Agility is Pivotal to CXAutomate work allocation across teams
Most back-offices have existing BPM systems to automate tasks and manage workflows. Problem is there are often multiple workflow systems, each focused on specific processes.
Verint Operations Manager can capture work items from all these systems. The solution organizes and prioritizes the allocation of work to ensure the end customer service goals are met.
This includes automating workflows between employees and the new digital worker: RPA robots.
Download: 5 Ways Your BPM System is Failing Your Back OfficePrioritize and rebalance work in real-time
Even with a robust, accurate capacity plan, unexpected events can wreak havoc on your operations – take the pandemic for example. Some industries were inundated with new requests, while others had major drop offs.
Real-time activity data lets managers balance workloads across teams intraday. Operations Manager helps reduce overtime, increase resource utilization, speed turnaround times, and ensure organizations meet, or exceed service goals.
Hear how Capita’s “mission control” helped them improve turnaround times by 70%.5 ways your BPM system is failing your back-office
Learn the five automation gaps in back-office operations left by BPM systems.
Meet end-to-end service goals
Reduce the amount of rework and the added cost of customer complaints with automated quality workflows for real-time routing of work for validation before moving on to the next step.
Operations Manager Optimization can help ensure compliance to process and regulatory standards with simplified quality sampling and spot-checking of in- process work, sending automated alerts to managers when errors or process deviations are detected.
5 Amazing Examples of Improved SLAsYour optimization journey
Further optimize your operations with workforce engagement solutions available on the Verint Cloud for Back-office Operations.
- Desktop and Process Analytics (DPA) to improve processes and end-to-end quality.
- Workforce Management (WFM) to align employee schedules with work volumes and arrival patterns.
- Performance Management to provide real-time feedback, coaching and eLearning.
- Knowledge Management to help improve quality and efficiency of each transaction.
Featured Resources
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