Back Office Operational Efficiency

Submitted by admin on Thu, 08/19/2010 - 06:46
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Front Office Effectiveness Made for Back Office Environments

The NICE Back Office Suite is designed specifically to handle the complexities and challenges of back office processing environments. Whether operating a back office center responsible for claims processing, data entry or order fulfillment, the NICE Back Office Suite makes it possible to increase operational efficiency, reduce costs, ensure internal and regulatory compliance, enhance employee performance, and drive greater customer satisfaction throughout the enterprise.

When compared to its front office counterparts, the back office processing environment has received relatively little help, technologically speaking, to operate more effectively. Until now.
 
With the introduction of the NICE Back Office Suite, NICE extends front office operational efficiency into back office processing environments. It automates manual processes, integrates data collected directly from employee desktops, improves forecast accuracy, enables managers to view and manage resource capacity, and empowers employees to improve their own performance. In addition to these capabilities, the NICE Back Office Suite also provides tools to ensure internal and regulatory compliance, improve the quality of the work items being processed, and ultimately, elevate the level of service customers receive across the entire enterprise.
The NICE Back Office Suite automates many manual back office processing tasks. It promotes greater operational efficiency, reduces costs, increases profitability and improves customer satisfaction by enabling back office processing environments to:
 
  • Improve forecast accuracy, and view and manage resource capacity and performance
  • Guide, manage and monitor employee desktop activity to ensure internal and regulatory compliance as well as improve individual employee effectiveness and productivity  
  • Support and grow quality management and training initiatives through the site-wide distribution of coaching packages and best practices
  • Empower employees to gain insight into their own performance, understand where improvements are needed, and take charge of their professional development
NICE Back Office Suite improves the efficiency and effectiveness of back office processing environments through:
 
  • Desktop Process Management– Eliminates issues associated with calculating accurate average processing times, monitors desktop application usage, ensures internal and regulatory compliance, and provides real-time guidance to employees navigating complex processes
  • Workforce Management– Improves resource forecast accuracy and streamlines planning, enables supervisors to monitor real-time employee activities, and provides tools to view and manage resource capacity to meet service level agreements even in multi-site and multi-skilled “middle office” environments
  • Quality Management– Facilitates timely delivery of employee coaching packages and best practice sharing, provides evaluation forms targeted to the specific needs of the business, and enables supervisors to analyze desktop screen activities
  • Performance Management– Provides a consolidated view of enterprise results, gives supervisors and employees daily visibility into performance and the ability to gauge individual results relative to their peers