Leading Technology and Business Services Provider Increases Operational Visibility and Processing Control

Increase employee efficiency and effectiveness with  Verint Operations Productivity

Employee visibility

For greater visibility into employee activity and to help improve employee performance, the company deployed Verint Operations Productivity across the team handling ACA processing for one state.

The firm had explored several “employee monitoring” solutions but was dissatisfied with the way data was collected. Often, the means of data capture was disruptive and invaded employee privacy. This included random screen grabs/scraping to understand what employees were doing or accessing employee webcams to validate that employees were at their desks. Such practices run the risk of inadvertently capturing personal information. For example, an employee’s bank statement could be captured if the employee happened to be checking their bank balance while on break.

Verint Operations Productivity, part of Verint Open CCaaS Platform, which enables seamless integration with existing enterprise systems and applications, takes a different approach. The solution captures the URLs of employees’ open desktop windows, categorizing the applications used into production-related, non-production-related, and idle. This data is aggregated into reports showing actual productivity. Further, outliers and opportunities to refocus employees on production-related work are identified. To protect employee privacy, individual URLs are masked and not shared with managers. With Verint Operations Productivity, the company has a baseline for employee productivity and a more effective means of identifying employees who may need additional training or coaching.

Employee Effectiveness

Next, the company enabled the performance management component of Verint Operations Productivity. This transformed the raw, how-time-was-spent data into measurable metrics. With key performance indicators (KPIs) displayed in role-based performance scorecards, managers can set goals for each metric, and both managers and employees can view actual performance against goals in near real time.

Because of the open Verint Platform, Verint Operations Productivity can also accept data from other source systems, expanding the KPIs to create a more well-rounded view of employee performance. For example, the firm captures items processed from its BPM/workflow systems so employees can see their throughput versus goal. With a holistic view of employee performance, the company evolved from focusing on improving employee productivity (time spent on client- or process-related tasks) to increasing employee effectiveness (how work is processed). As a result, it is driving processing consistency and improving employee proficiency to process work faster and increase capacity.