How Workforce Management Can Transform Your Back Office
October 15th, 2014. 1:00PM EST

Part 1

If you are facing increasing pressure to reduce cost, look for an advanced workforce management solution to save you 10% to 40% within 12 months. In this webinar, Paul Leamon of NICE Systems will share how Workforce Management technology has transformed Back Office operations:

• Learn the five benefits of deploying WFM in the Back Office
• Learn about advance forecasting and capacity planning techniques
• See how real-time schedule adherence works in the Back Office

This session is designed to offer you a framework for thinking about ROI, and then dive into details. See technology in action and explore customer successes. Walk away with clear ideas for how WFM can impact your operation.

Presenter
	Paul Leamon, Director, Back Office Solution Management, NICE Systems
	Paul Leamon leads solution management for NICE Systems’ Back Office line of business. His experience includes more than 15 years leading product management for NICE IEX Workforce Management. He is credited with eight WFM-related patents, and helping hundreds of customers improve the accuracy of their forecasting and scheduling.

Aberdeen Group Shares Their Secrets to Back Office Productivity
October 29th, 2014. 1:00PM EST

Part 2

Attention Back Office leaders--find out how you stack up to your peers. In this webinar, analyst firm The Aberdeen Group, will share the results of its research into Back Office best practices:

• The statistical benefit of visibility into productivity
• The HUGE difference in employee engagement enjoyed by best-in-class operations
• The impact on profit of evolving into an integrated back office

This will be a data-rich, fast-paced review of survey results. See where the bar is set, and spark ideas for gaining more visibility into your back office.

Presenters
	Omer Minkara, Research Director, Aberdeen Group
	Omer Minkara is the Research Director leading Customer Experience Management research within Aberdeen Group. In his research, Omer covers the Best-in-Class practices and emerging trends in the technologies and business processes used to enhance customer experience across multiple interaction channels.

	Nick Castellina, Research Director, Aberdeen Group
	Nick Castellina is the Research Director for the Aberdeen Group’s Business Planning and Execution practice. Castellina joined Aberdeen in 2010; with his primary research focused on the use of Enterprise Resource Planning (ERP) software. His enterprise applications research explores how ERP is used differently across industries, and how it can apply to all roles within the organization.

3 Best Practices You're Missing in the Back Office
November 12th, 2014. 1:00PM EST

Part 3

There are so many demands on today's Back Office leader that you can spend all your days focused only on your program and challenges. This webinar is an opportunity to get out of the weeds. Keith Dawson of analyst firm, Ovum, will share three Back Office best practices from three very different industries.

While every Back Office program is unique-whether it be mortgage processing, account management or loan handling-there are plenty of shared similarities. Take this chance to gather practical ideas based on how your peers have already solved problems you face today.

Presenter
	Keith Dawson, Senior Analyst, Ovum
	Keith Dawson is part of Ovum’s customer interaction team, where he covers contact center and back office technologies, including infrastructure, software, and services. His particular interest in recent years has been the customer experience: how to measure it, and how companies can manage that experience across the contact center and back office.