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
The Five Ways NICE Workforce Management benefits your back office.
  1. Improve Forecasting and Capacity Planning
  2. Reduce Staffing Costs with Efficient Schedules
  3. Manage Backlogs and Reduce Overtime
  4. Increase Employee Productivity and Empowerment
  5. 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
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
The Back Office: no longer unmanaged

The back-office environment poses several unique challenges for effective workforce management.

woman on mobile
NICE Back Office Benchmark

Improving your back-office productivity using desktop analytics is in effect reclaiming lost time.

chat customer service
NICE User Group Community.

NICE hosts the world's largest community of industry professionals. The NICE User Group (NUG) helps members optimize the value of NICE applications in their organizations by sharing best practices. The group partners with NICE to provide an online environment for members to interact and share knowledge. NUG also works closely with leadership at NICE to influence product and service direction.

To learn more about the NICE User Group (NUG), please visit www.niceusergroup.org.

digital communication
Contact us

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.