What is Workflow Management?

A workflow is the series of steps a product or task has to go through on the way to completion. Workflow management is the process of actively managing a workflow so that it's efficient, accurate and otherwise optimized. Workflow management is necessary because a workflow often involves multiple people, from multiple departments, conducting their step of the workflow at the right time and to defined specifications. Workflows, especially more complex ones, need oversight, and that's the role of workflow management.

Workflow management doesn't necessarily need technology tools to be achieved. Simpler workflows can be managed without them. However, more complicated or critical workflows can benefit from workflow management software. These tools typically allow managers to define and assign tasks, set up workflows, define targets, and more. Most importantly, the enhanced monitoring and reporting capabilities of workflow management software can provide visibility into how business processes are performing.

The discipline of workflow management has several applications in contact centers, especially when there are transactions that involve multiple hand-offs. For example, workflow management can be applied to contact escalation workflows to ensure appropriate collaboration is happening and that customer issues are being resolved in a timely manner. Additionally, workflow management adds value when departments outside the contact center are involved in resolving customer issues. In summary, workflow management can help ensure customers receive the experience they expect and value.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.