Operations Productivity
Leverage CX Automation to increase capacity and increase employee effectiveness. Overcome the # 1 reason according to Aberdeen why back-offices struggle to meet their cost and efficiency goals.
Increase in employee effectiveness
Available capacity identified
(NHS)
Increased employee effectiveness from 75% to 105%
(Nationale Nederlanden)
Create a Comprehensive Operational Dashboard
Eliminate inefficiencies created by organizational and data silos by creating a single source of truth for operational data.
Building on the employee activity data captured by Verint Operations Visualizer, Verint Operations Productivity connects the work, processes and people, regardless of source system or location, into a single operational dashboard. This “mission control” helps back-office managers cost effectively meet their service goals.
Understand Workload and Skill Requirements
To meet their service goals, managers of back-office operations not only need to understand the workload (work types, volumes, handle times and service goals), but also the availability and skill levels of their resources.
Verint Operations Productivity captures all these data points and helps managers juggle new volumes and existing backlog as well as peaks and valleys in demand to ensure SLAs are being met.
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%.
Increase Back-Office Employee Effectiveness
According to Aberdeen Strategy & Research’s latest survey, the inefficient use of the human workforce and resources is the #1 reason back offices struggle to meet their cost and service goals. Verint Operations Visualizer helps increase time spent in production. But while in production, how effective are your employees? Are they processing work at the right velocity to meet production goals?
Verint Operations Productivity automatically calculates an employee’s effectiveness by comparing the number of items processed, their handle times, and the hours spent in production. Back-office managers can quickly identify who needs coaching to improve their skills and score.
Learn the difference between employee productivity, effectiveness, and performance.
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"We partnered with Verint to deliver a modern back-office workforce optimization platform and industry-recognized management development program to help deliver future business objectives and mitigate business risks."
"Prior to the implementation of Verint® Operations Manager™, it was a challenge to consistently track a customer’s end-to-end experience from request to fulfilment. We can now track and optimise the end-to-end customer experience, ensuring we consistently deliver better outcomes for our clients and their customers."
"We gained complete insight into process inefficiencies, true volumes, skills, capacity, and demand by the second. We use this unrivalled insight to improve performance and more effectively plan and balance workloads. For the first time, the leadership team felt empowered."
Create Accurate Capacity Plans
Prevent over or understaffing with more accurate capacity plans. Operations Productivity captures all work volumes, handle times and service goals, regardless of source system – even manual work items, to create a comprehensive demand forecast.
The solution then calculates the number and skill sets of resources you’ll need to execute the work. Accurate capacity plans can help you maximize resource utilization and meet your service goals at the right cost.
Expand Your Capabilities
Operations Visualizer gave you real-time visibility. Operations Productivity helped you improve the productivity and effectiveness of your employees.
The next step in your back-office evolution is to:
- Automate the allocation of work to increase resource utilization
- Improve the quality and consistency of the work
- Remove any processing bottlenecks that prevent you from hitting your SLAs/service goals.
Learn how Verint Operations Manager solution can help you level up to best-in-class operations.
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