Webinars - Featured Articles

May 29, 2014

Webinar - Making Workforce Management Work for You in the Back Office


Getting the most out of your workforce involves more than making sure everyone arrives and leaves on time. In today’s fast-paced business world, it’s critical that staffing levels are maintained so that everyone is where they should be at peak times; nothing annoys customers that call in more than an interminable wait accompanied by cheesy, static-y music.


Yet even while call centers face the challenge of keeping operators in their seats when needed most, any call center worth its salt must also work well with those in back-office positions. If one part of the business is adequately staffed while another is not, that “weak link” in the chain can be a disastrous, ripple effect throughout the business.

So it was with these ideas in mind that workforce management solutions providers are increasingly building software designed specifically to handle the complexities and challenges of back office processing environments. These solutions are designed to automate and streamline a variety of manual tasks while increasing forecast accuracy, providing the ability to manage resources more effectively and ensuring service-level agreements are met as efficiently in the back office as in the customer-facing front office.

To that end, workforce optimization solutions provider NICE offers a back-office workforce management product that can help extend front-office operational efficiency into back-office processing environments; in short, everyone benefits. The solution automates manual processes, improves forecast accuracy, enables managers to view and manage resource capacity and adherence to scheduled tasks, and empowers employees to self-manage scheduling and time-off requests.

While that may seem like a lot to take in, help is on the way.

On Wednesday June 4 at 1:00 p.m. EDT 10:00 a.m. PDT) NICE, together with TMCnet, will present a Web event titled, “Optum Gains Visibility and Efficiency in the Back Office.” The event -- which will feature speaker Kathy Toms, Optum’s workforce management and planning executive, and will be hosted by TMCnet Editor Stefania Viscusi, will be a multimedia case study presentation that describes how Optum transformed its back-office operations by gaining visibility into employee performance, identifying the right metrics and closing key gaps. Attendees will learn how learn how Optum’s command center for performance has made operations data actionable, redefined performance measures and benchmarks and inspired greater team and individual accountability.

For more information or to reserve your spot, visit TMCnet here.




Edited by Maurice Nagle