Back Office Performance

Back office departments are not typically associated with customer service. Yet, back office operations have the ability to impact the customer experience. When back office worker do their job well, customer expectations are met, and sometimes exceeded. However, when errors are made, processing guidelines aren’t followed or backlogs mount, front office volumes rise, operational costs increase and customer dissatisfaction ensues.

NICE Back Office Performance extends front office efficiency into back office operations. It automates manual processes, integrates data from employees’ desktops, improves forecast accuracy, enables managers to view and manage resource capacity, and empowers employees to improve their performance. It also provides tools to ensure regulatory compliance, and ultimately, elevate the level of service customers receive across the entire enterprise.

Back Office Workforce ManagementWorkforce Management
Automate manual tasks, increase forecast accuracy and enhance resource management effectiveness
Back Office Performance ManagementPerformance Management
Provide employees visibility into daily results versus objectives and insight into specific areas needing focus
Back Office Quality ManagementQuality Management
Elevate operational efficiency, and reduce costs in a way manual quality monitoring can’t match
Real-Time Activity Monitoring
Analyze employees desktop activity to identify process inefficiencies and discover best practices
Back Office Work Inventory ManagementWork Inventory Management
Manage back office work loads, avoid understaffing and overstaffing, and meet SLAs