Back office management

Manage, measure, and improve the most complex environments.

Manage resources and improve forecasting accuracy while reducing operational costs and empowering employees.
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Managing your back office effectively.
Increase forecast accuracy
Calculate the exact time invested in handling back-office work based on when the activity actually occurred.
Manage asynchronous workflows
Automate inventory backlog and expiration forecasts in dedicated, blended operations.
Empower employees

Give employees ownership of their schedule changes, trades, and time-off requests.
Reduce operational costs
Reduce overtime costs with Inventory Insights that predict over- and understaffing.
NICE Back Office Workforce and Performance Management

An effective back office is a key component of any coherent, enterprise-wide effort to improve processes and create the optimal customer experience. Making sure your back office is healthy and productive requires a best-of-breed workforce management system.

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Solve back-challenges.

Inventory Insights feature accounts for back-office tasks, optimizing contact center operations.

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Solve back-challenges.

Inventory Insights feature accounts for back-office tasks, optimizing contact center operations.

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Absa improves operational efficiency.

Learn how Absa was able to gain insight into their back-office productivity and control costs with NICE Back Office Workforce Management.

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NICE Workforce Management - for a better back office
Improve back-office processes and customer experience with the NICE WFM Back Office solution. Integrated with CXone Desktop Discovery, you get actionable insights into changing work volumes and actual employee productivity, enabling you to forecast accordingly and optimize operations.
Forecasting and capacity planning
Forecast work volumes more accurately with True to Interval (TTI) technology that measures work received and handled by each employee as it happens.
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Efficient staffing
Optimize resource allocation by identifying and defining specific work types to create a blended contact center.
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Backlog management
Identify actual, projected, and expiring backlogs using work volume and open schedule capacity data.
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Actionable insights
Meet back-office service levels with the help of accurate, comprehensive data and improved time allocation.
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“We looked for workforce management opportunities to improve our existing processes with stronger and better system controls.”
Alfredo Morgado
WFM Quality and Projects Director Teleperformance Brasil

Teleperformance | NICE
Related Resources
Podcasts

Blending worlds to improve efficiency

Adopting transformative AI solutions delivers business gains in back-office work.

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White Papers

Report: Transform your back office

See how best-in-class companies are using blended workforce engagement management software to transform their back-office operations in this report by Aberdeen.

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Webinars

The last mile of operational efficiency

The “last mile of operational efficiency” will be found in the blending of contact center work (both voice and digital) with back-office work. But what does this look like? What are the tools required to effectively blend work? What productivity insights can be delivered for the back-office teams?

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Resource Library
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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.