Back-Office Operations: Balance Costs and Service

Back-office operations greatly impact CX. Learn how CX Automation is improving operational performance.

Sample benefits of Verint Back-Office Workforce Management solutions

NEW! Verint Work Allocation Bot

The Verint Work Allocation Bot automates the prioritization and allocation of work for back-office operations, especially those that execute complex, multi-touch, multi-step processes. The bot ensures the right work is assigned to the right employee at the right time to meet your task and process service goals without any manual intervention.

work allocation bot

The back-office opportunity

Did you know back-office errors and delays are often cited as a top 3 cause of customer dissatisfaction, and upwards of 17% of contact center call volumes are related to back-office challenges?

Organizations need to leverage CX automation in their back offices to keep pace with customers’ expectations for speed and accuracy. Traditional back-office solutions have focused on automating tasks and processes. Modern back offices, however, leverage CX automation to not only improve tasks and process execution, but to also improve employee performance. Modern back offices benefit from:

  • 10%, 20% to upwards of 40% increase in productivity and capacity
  • 30% to 60%+ improvement in turnaround times and SLA achievement
  • Improved CSAT and NPS scores.

Time for a fresh take on back office: road to efficiency and CX excellence

Back-office operations have been struggling for decades to improve efficiencies and CX.  In Aberdeen Strategy & Research’s latest report, learn how best-in-class organizations are taking a new approach to back-office automation that’s empowering them to achieve these business outcomes:

  • Increase customer retention by 82%
  • Improve year-over-year employee productivity by 16%
  • Decrease year-over-year back-office costs by 12%
Learn how!
Aberdeen fresh taker on back office report cover

New approach to back-office automation

Back-Office Workforce Engagement solutions

  • Operations Visualizer

    Gain visibility and control of your day to day operations and improve employee productivity.
  • Operations Productivity

    Increase employee effectiveness with a real-time dashboard to manage employee time, work volumes, and SLA achievement.
  • Operations Manager

    Ensure the right work is sent to the right people, at the right time to meet your service, quality and compliance goals.
  • Performance Management

    Give employees and managers visibility into performance to drive better service and greater job satisfaction.
  • Workforce Management

    Forecast and schedule your team to help achieve service goals, maximize capacity, and reduce costs.
  • Desktop and Process Analytics

    Optimize productivity and capacity, improve processes and help ensure compliance.

Back-office automation

Activating this element will cause content on the page to be updated.

Verint Operations Visualizer

Back-office employees work on multiple work types, across different systems, teams and locations – including remote. So how do you know who’s doing what, when, and if it’s the right activity for that time?

You need a new way of working. Verint Operations Visualizer can capture how employees are spending their time. Real-time employee activity data uncovers opportunities to refocus employees on production or customer-service related activities. Giving employees visibility into this data typically results in a 10% improvement in productivity (% of paid hours spent handling customer enquiries), as employees self-correct how they spend their time.

Real-time employee activity data is replacing traditional management by walking around.

Learn Three Ways to Enable Virtual, Walk-Around Management in Back-Office Operations

Verint Operations Productivity

Increasing time in production creates value. But how effective are your employees while they are in production?

Effectiveness is the amount of work that one expects to be able to do in the time available. It can be quite difficult to measure effectiveness as you need to know not only how much time was worked, but also the amount of work that should have been done based on work type, standard handle times, and scheduled time in production.

Verint Operations Productivity can not only analyze and measure the effectiveness of employees, but can compare employee performance against goals.  This gives the employee and manager transparency into activity vs. goals.  It empowers the employee to self correct and own their performance.

Hear how Nationale Nederlanden increased employee effectiveness from 75% to 105%.

Verint Operations Productivity

Verint Operations Productivity captures actual handle times for all work types so you can create accurate demand forecasts and capacity plans. These resource plans help you increase capacity and maximize utilization across teams.

Check out this article to find out how accurate capacity plans can increase productivity and capacity in the back office, enabling them to process more with less.

National Health Services was able to identify 29% capacity opportunity with Verint Operations Productivity, allowing them to speed turnaround times and reduce backlogs.

Read the NHS success story.

Verint Operations Manager

Meet end-to-end service level agreements (SLAs) by rebalancing and reprioritizing workloads intraday. Real-time data on employee activity, work volumes and status arm back-office managers with the insights needed to address peaks and valleys, identify process bottlenecks and respond to unforeseen events.

Unfortunately, organizations face multiple challenges when trying to dynamically prioritize and allocate work to meet SLAs, including the:

  • Difficulty in tracking service requests and work items end-to-end, from the point of origin through execution.
  • Variability of SLAs, with work items needing to be turnaround in just hours, or days or even weeks.
  • Complexity of work items which can cross three to five functional areas, e.g., contact center, order fulfillment, shipping, billing, etc.
  • Need to have multiple people with different skills or knowledge handle the same work item.
  • Times when work gets “lost” in handoffs, or left in someone’s work queue while on vacation, or placed into a forgotten “pending” state.

With Verint Operations Manager, back-office managers have insight into work across teams and functions and can keep work flowing, ensuring the highest priority work gets done on time at the right cost.

For example, a leading insurance company achieved a significant increase in operational productivity with our solution. They improved their back-office processing times by 23%, and enabled their back-office staff to make trusted, informed decisions faster.

Read the Insurance Company Success Story

Verint Operations Manager

Reduce the amount of rework, missed service goals, and the added cost of customer complaints with automated work allocation, reprioritization and quality workflows.

Verint Operations Manager can help ensure compliance to SLAs, processing standards, quality and regulatory standards with simplified quality sampling and spot-checking of in- process work.

Check out 5 Amazing Back-Office Examples of Improved SLAs/Turnaround Times

Verint Operations Visualizer

Back-office employees work on multiple work types, across different systems, teams and locations – including remote. So how do you know who’s doing what, when, and if it’s the right activity for that time?

You need a new way of working. Verint Operations Visualizer can capture how employees are spending their time. Real-time employee activity data uncovers opportunities to refocus employees on production or customer-service related activities. Giving employees visibility into this data typically results in a 10% improvement in productivity (% of paid hours spent handling customer enquiries), as employees self-correct how they spend their time.

Real-time employee activity data is replacing traditional management by walking around.

Learn Three Ways to Enable Virtual, Walk-Around Management in Back-Office Operations

“We can now track and optimize end-to-end CX, ensuring we consistently deliver better outcomes for our clients and their customers.”

Life and Pensions Manager, Capita

Back-Office Workforce Management: all solutions are not the same

Workforce management solutions were born in the contact center.  But managing the workforce in the back office is more complicated. Organizations need a purpose-built solution to handle the complexities and variability of back-office operations.

Verint Operations Manager, part of Verint Platform and CX Automation solutions, can capture all work types and volumes from the different systems to create a single source of operational truth. Using this data, they can understand:

  • How employees are spending their time, uncovering opportunities to improve employee focus, productivity and capacity.
  • The volume of work by type, both backlog and new arrivals, to create accurate capacity plans and enable intraday workload balancing.
  • The status of work against their SLAs so managers can proactively re-prioritize work based on service goals.

Read the blog: Top 6 Challenges in Extending WFM Beyond the Contact Center

Verint Workforce Management product screenshot

3 secret ingredients to transform your back-office automation

Watch this LinkedIn Live discussion on-demand as Omer Minkara, VP & Principal Analyst, Aberdeen Strategy & Research, and Nicole Nevulis, Senior Director, Go-to-Market, Verint, discuss Aberdeen’s latest research into back-office operations.

Omer shares industry statistics of best in class back-office operations and the three secret ingredients these organizations leverage to outperform their peers.

 

3 Secret Ingredients to Transform Your Back-Office Automation English
3 Secret Ingredients to Transform Your 
Back-Office Automation 

Extending WFM into the back-office

Back-office WFM success stories