Contact Center Back Office Workforce Management

Empowering the most complex environments.

View and manage resource capacity, improve forecasting accuracy including backlog, increases adherence to scheduled tasks, and empower employees with self-scheduling capability.

Effective back office workforce management.

The NICE WFM back office solution is a vital component of any coherent, enterprise-wide effort to improve processes and create the perfect customer experience. A workforce management system for your back office is increasingly necessary for a healthy, productive environment. Our solution is integrated with desktop analytics, providing actionable insight into changing work volumes and actual employee productivity. The capability to forecast accordingly makes it the ideal solution for back office operations.

Up to 38% reduction in monthly overtime with NICE WFM.

“We went through a technological and cultural transformation, and the results improved not only productivity but also agent development.”
- WFM, Quality and Projects Director, Teleperformance Brazil

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The Five Ways NICE Workforce Management benefits your back office.

Improve Forecasting and Capacity Planning
Reduce Staffing Costs with Efficient Schedules
Manage Backlogs and Reduce Overtime
Increase Employee Productivity and Empowerment
Increase Customer Satisfaction

NICE WFM for a Better Back Office

Transparently reveal objectives and performance data

Managers can view and handle resource capacity as well as view adherence to scheduled tasks
Improved forecast accuracy. Know precisely how many employees are needed to handle projected work volume
Supervisors have visibility into the actual work activities of their employees

Align multiple sites and skills for proactive scheduling

Alignment is key to any thriving company
Forecast accurately to anticipate needs
Play out what-if scenarios based on possible business needs and activate if the need arises
A significant strength is effectively handling multi-site and multi-channel environments

Schedule autonomy is built-in motivation

Self-managed scheduling and time-off requests
Visibility into leave early and overtime opportunities
Insights into own performance

Tackle complex scheduling problems

Integration with desktop process management software enables automated calculation of average processing times
Flexible scheduling tool can support virtually any scheduling environment and optimize task assignments for workers who switch between front and back office processing activities
Intraday visibility into backlogs
Capacity and real-time employee activity to meet service level agreements in fluctuating conditions

WFM Back Office – Hands-on Accurate Forecasting.

With direct, continuous feedback, agents have the visibility and tools to create their own success. See how.

Watch the video

WFM Back Office – Hands-on Accurate Forecasting.

With direct, continuous feedback, agents have the visibility and tools to create their own success. See how.

Watch the video

Back Office – Hands-On Efficient Scheduling.

In this increasingly difficult juggling act, an enterprise-class scheduling solution is critical to achieving optimal staffing balance.

Watch the video

Back Office – Hands-On Efficient Scheduling.

In this increasingly difficult juggling act, an enterprise-class scheduling solution is critical to achieving optimal staffing balance.

Watch the video

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.