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Entries Tagged ‘Back-Office Operations’

How Effective Are You at Operational Management?

Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t it be great if the key management processes across the organization were consistent—with a single repository […]

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Employee Engagement Does Not Equal Employee Effectiveness

We hear a lot today about employee engagement. But according to the Hay Group, “engagement alone does not drive employee effectiveness.” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive environment with no significant barriers to performance.”1 To measure and manage employee effectiveness, […]

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Organizational Agility Hampered by Data Quality

A recent Insurance Networking News article by Nathan Golia (@NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was the greatest challenge to advanced analytics.” But when done right, the use of quality data analytics can […]

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What Next? Tips for Prioritizing Your Automations

Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next? Or, are you just getting started with RPA and thinking about how you might manage the technology so that it could be used to complete numerous tasks […]

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Why Is Meeting Service Level Agreements So Challenging?

Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.  One work item can easily cross three to five functional areas, e.g., contact center, account maintenance, order fulfillment, shipping, billing, etc. […]

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Production Management in Service Organizations: Operating Blind?

When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant. Production management in a service support organization is similar in that you know the type of work and process steps needed to execute the work, and the skills required to do the work. What differs in a […]

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The Award for Most Persistent Driver of Change Goes To … (Part 2)

In the previous blog post, I introduced the director of global business process services at a leading enterprise technology company. The director set out on a journey to provide back-office managers with the data they needed to make effective decisions around employee productivity.  Part one covered the first four hurdles she had to overcome. Following […]

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The Award for Most Persistent Driver of Change Goes To … (Part 1)

The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent program for workforce management (WFM). The corporation had been using the Verint Workforce Management (WFM) […]

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Verint Speakers: Robotics, Knowledge Management—and Using Customer Insights Wisely

Future Branches November 29 – December 1; La Jolla, California Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled “Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer Needs It” at 12:55 p.m. ET. Buying the latest tools doesn’t necessarily make them right for your customers. […]

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Desktop Process Analytics: The Overlooked Overachiever

I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?” Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting about it, so I decided to back off […]

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