Workforce Management Feature Article
October 25, 2012
Verint's Impact 360 Workforce Management Enhancements Increase Visibility of Back-Office Operations
By Amanda Ciccatelli, TMCnet Web Editor
Many organizations today underestimate the inter-departmental impact back-office functions have on customer service. Work performed across back-office departments can be even more complex than in traditional contact centers.
So, a huge challenge that organizations face is the inability to visualize the flow of complex work queues, modeling the time and effort required at each step and synchronizing the process to optimize staffing requirements. If this is not forecasted accurately, then scheduling problems cause missed goals, customer dissatisfaction, legal consequences, and even unnecessary labor costs.
To address these challenges, Verint (News - Alert) Systems Inc. has recently introduced new enhancements to its Impact 360 Enterprise Workforce Management (WFM) software, to optimize and manage people, processes and workflow. With these enhancements to its WFM solution, customers have access to workflow process mapping capabilities that help companies optimize staffing requirements.
Verint, a global provider of Actionable Intelligence solutions and value-added services, has a portfolio of Enterprise Intelligence Solutions and Security Intelligence Solutions that help organizations capture and analyze complex, underused information sources to enable more effective decisions.
“These enhancements will not only allow us to continue helping our enterprise customers address the more complex work queue process modeling, but also enable back-office teams to achieve and maintain operational excellence--leveraging a unified enterprise workforce management framework that provides singular visibility into and manageability of the work, people and processes across customer touch points,” said Nancy Treaster, general manager, strategic operations, Verint Enterprise Intelligence Solutions, in a statement.
The Impact 360 Enterprise WFM (News - Alert) solution models back-office operations and produces optimized employee schedules based on end-to-end service goals across multiple work queue processes. To enhance visibility, the solution provides an interface to graphically model and edit complex, multi-step, linked work queues. New linear programming techniques allow for dynamic forecasting and allocation of work proportions to different links in the work queues. Additionally, process scheduling capabilities optimize scheduled activities to ensure the process is completed in time to meet goals.
According to DMG Consulting LLC's 2011-2012 Quality Management/Liability Recording Product and Market Report, "The 'wall' separating front and back-office operating groups is starting to come down. Workforce optimization suites are now available that are dedicated to improving the performance of back-office employees...The market is seeing a variety of new tools to enable front-office staff to help out the back office during times of slow call volume."
Edited by Allison Boccamazzo