Getting to 80% Rate of Back Office Workforce Utilization

Companies looking for new sources of profit from their operations are considering an innovative path to productivity: back office workforce management. Today’s leading companies know that shaping customer interactions happens throughout the entire customer journey, and customer service does not end at the contact center. In fact, the proven tools of the contact center are helping organizations find new sources of profit and improved customer satisfaction in the back office.

Twenty years ago, a typical contact center was mired in inaccurate forecasts, inefficient resource capacity planning, and wasteful scheduling. With the introduction of cutting-edge workforce management technologies and best practices, contact centers have been able to boost performance to a remarkable degree, and today, frontline workforce utilization rates of 80-85% are commonplace. The productivity of today’s back office is poor, however, with utilization rates in the 50-60% range.

Managers seeking quick wins with back office workforce management implementations can benefit from the solutions used by their frontline counterparts, as they offer the following:

  • Forecasting tools – to minimize the risk of overstaffing and understaffing.
  • Capacity planning capabilities – allow managers to accurately calculate and allocate resource requirements.
  • Resource utilization capabilities – allow managers to gain visibility into true resource capacity and efficiently meet service level agreements, even as conditions change.
  • Scheduling tools – provide unprecedented visibility into schedule adherence, and allow managers to optimize scheduling according to skill sets and workloads. These advanced tools also facilitate the use of part-time workers and work-at-home employees.
  • Self-service capabilities – allow employees to request preferred schedules and time off, freeing supervisors to focus on more important tasks.

For companies operating blended environments, the benefits of implementing a back office workforce management system are even more compelling. Using front and back office employees to manage workloads gives companies greater flexibility to meet service level agreements and positively impact the entire customer journey.

To learn more about Improving Back Office Operations, join us at Interactions 2013, the industry’s leading customer conference


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