Transforming the Back Office with Workforce Management
May 01, 2014
By Tracey E. Schelmetic, TMCnet Contributor
For decades, contact centers have been using workforce management to ensure they have the right human resources available at the right time in order to ensure that customer service standards are kept high and service levels are met. Over the years, however, workforce management has changed greatly. Once handled manually by a scheduling expert, workforce management is often trusted to a professional solution today. The advantages are enormous: more historical data can create better and more accurate schedules, and workforce management solutions can take into consideration a host of factors that often escape human effort. Contact centers can build better, more realistic schedules and ensure they have the resources to support them.
For many organizations, however, workforce management is something used only by the contact center. Contact centers, however, don’t operate in a vacuum. They often rely on other departments, such as sales, marketing, shipping and billing. By relying on these functions that are outside of the scope of the workforce management solution, the contact center is introducing unknowns into the process that can throw off the schedule. Today, more companies are finding that using workforce management for back-office functions as well as the contact center can reap huge organizational rewards.
Workforce management solutions providers are increasingly building software designed specifically to handle the complexities and challenges of back office processing environments. These solutions are designed to automate and streamline a variety of manual tasks while increasing forecast accuracy, providing the ability to manage resources more effectively and ensuring service level agreements are met as efficiently in the back office as in the customer-facing front office.
Workforce optimization solutions provider NICE offers a back office workforce management product that helps to extend front office operational efficiency into back office processing environments. It automates manual processes, improves forecast accuracy, enables managers to view and manage resource capacity and adherence to scheduled tasks, and empowers employees to self-manage scheduling and time-off requests.
On Wednesday June 4, 2014 at 1:00 PM ET/ 10:00 AM PT, NICE, together with TMCnet, will present a Web event entitled, “Optum Gains Visibility and Efficiency in the Back Office.” The event, which will feature speaker Kathy Toms, Optum’s workforce management and planning executive, will be a multimedia case study presentation that describes how Optum transformed its back-office operations by gaining visibility into employee performance, identifying the right metrics and closing key gaps. Attendees will learn how learn how Optum’s command center for performance has made operations data actionable, redefined performance measures and benchmarks and inspired greater team and individual accountability.
For more information or to register, visit TMCnet here.
Edited by Maurice Nagle