Workforce Optimization: Back-Office Management of Tomorrow
Improve back-office productivity and performance
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Why Workforce Optimization for the Back Office?
To transform the back office, organizations need to build on the solutions that manage and monitor the items being processed, and implement solutions that help them just as effectively manage and monitor their people. Workforce optimization is a strategy that provides a systematic, data-driven process for aligning work volumes to resources, monitoring the effectiveness and productivity of employees, measuring performance, identifying skill gaps, and delivering coaching and training to improve/remediate those gaps.
Components of Workforce Optimization
Back-office workforce optimization can have several components, including:
- Forecasting and scheduling, which aligns people and skills with the workload. Using historic volumes and sophisticated forecasting algorithms, the system can accurately predict work volumes by time of day and day of week/month/year. Scheduling involves aligning individual employee schedules with forecasted work volumes, and also confers a predictive capability.
- Quality monitoring/quality assurance, in which desktop PC screens are recorded for subsequent assessment, focusing on conformance to policy, procedures, and best practices, along with screen navigation effectiveness.
- Performance management scorecards, which indicate performance goals and the individual’s actual achievement against those goals.
- eLearning, which provides targeted training to employee desktops, complementing classroom training in a timely and cost-effective way.
- Volume and data capture, which integrates information from a variety of business and back-office systems, along with non-production work, to provide a comprehensive view of back-office performance.
Solutions Designed Specifically for the Back Office
Workforce optimization in contact centers has produced strong ROI and positive business results: higher revenues, greater customer satisfaction and loyalty, lower operational costs, and better employee morale and retention. With the success of workforce in contact centers, it's not a far leap to apply the same discipline and solution set to back-office operations — as long as we remember that the back office requires a different set of tools and processes. While the goal for both contact centers and back-office operations is to deliver service in a timely and efficient way, the specific objectives and success metrics vary considerably. Additionally, the back office tends to have multiple organizational structures, each with many processes and an array of processing requirements. Moreover, each functional unit has its own standards and KPIs. Building a standardized framework for this myriad of metrics and organizational structures can be much more complex than in the contact center, as are the reporting requirements within and across operational areas. That's why it is so important to deploy a workforce optimization solution designed specifically for back-office operations, such as Impact 360® for Back-Office Operations.
The Benefits of Workforce Optimization Today
Back-office workforce optimization solutions are already producing excellent results for financial services, insurance, healthcare, transportation, retail, and other organizations. Improvements range from faster turnaround time and improved quality to higher productivity and increased capacity. Workforce optimization can reposition the back office as a strategic business asset for delivering superior products and services faster and more cost effectively. Read about the Verint customers who are realizing the benefits of workforce optimization today.
"Verint Witness has crafted a suite of capabilities that will make those who are responsible for back-office productivity as well as those responsible for traditional front office customer service take careful notice of this innovative new workforce optimization solution."
