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Entries Tagged ‘back office workforce optimization’

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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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 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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Uncover. Analyze. Improve. Automate.

We want our operations to run more smoothly, efficiently and productively. We need insights into how and where we can make changes to help achieve better results. We strive to allocate resources and effort for improved outcomes. How can you tackle these business challenges? I recommend the following strategy: Uncover. Analyze. Improve. Automate. Uncover – […]

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Amplify Your Workforce Optimization Strategy

Have you filled a prescription at a pharmacy or through mail-order recently?  It’s a process that seems simple enough. However, for a leading prescription benefit management (PBM) company that fills almost two billion prescriptions annually, it requires a lot of synergies among people, processes and technology so the process is smooth and efficient. I recently […]

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You’ve Finally Got the Back-Office Data. Now What?

I’ve written many times about how the back-office support functions have lacked the tools and data accessible to their contact center or front-office counterparts. Fortunately, with the emergence of back-office workforce optimization solutions (view the infographic), this is rapidly changing. However, a new challenge is appearing as a result of these solutions. What does a […]

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Enterprise Workforce Management—A Customer Q&A Session

Recently, Verint held an Ask the Experts webinar for its customers on the topic of enterprise workforce management (WFM). I had the honor of being one of the SMEs along with Paul Stockford, Chief Analyst, Saddletree Research.  The questions answered during the webinar varied but were primarily around the challenges of implementing workforce management across […]

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Is Your Back Office Prepared for Workforce Optimization?

Many organizations are recognizing that the very Workforce Optimization (WFO) solutions used in their contact centers for decades can now help their back offices. Insights gained can help them better understand, structure and leverage their back-office operations to improve the customer journey. Expanding WFO into the non-phone or non-customer facing parts of an enterprise requires […]

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Transforming the Invisible Back Office into a Competitive Differentiator

For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions not only help contact centers schedule and manage the right number of agents with the appropriate skills, but can also provide […]

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The Spotlight Is On the Back Office—Finally!

Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time. There are no industry associations for back-office professionals such as the CCNG, a member network for Contact Center, Customer Service, and Customer Experience Management […]

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