2. Back Office Frustration
How to improve employee performance?
Very limited employee performance data
How to improve compliance?
No way to track compliance
Backlogs are too large!
Overtime costs are over budget!
She believes that there is hidden capacity
No way to track what people are doing
No way to find out when employees are idle
How long does it take to process claims?
Mary is Director of
Time and motion studies are not very accurate
Claims Processing How to accurately plan for growth?
Need to improve quality and lower rework
No way to easily see what went wrong
Now her team has to handle calls too!
3. If only she had technology like the call center!
Mary is Director of Claims Processing
Matt is Director of the Call Center
ACD
Time and Motion Studies Workforce Performance
Management Management
Call and Screen
Speech Analytics
Recording
Quality Customer
Management Feedback
Manual Employee Work Reports
4. What If…
What if you could give your employees tools that:
Helped them process their work more efficiently
Guided them in real time to take the right actions
Prevented them from making costly processing errors
Made their jobs easier
What if you could give your managers tools that:
Helped them to objectively evaluate employee performance
Ensured compliance
Reduced expensive overtime and backlogs
Gave them real-time visibility into employee desktop
activities and idle time to find hidden capacity
Accurately tracked processing times
Helped find and fix root causes of processing errors
Made their jobs easier
5. It’s Time for the Back Office to Move Front & Center
Back Office Processors Back Office Managers
6. Today’s Objective
4 Solutions : 1 Purpose
Increase the Operational Efficiency &
Effectiveness of Your Back Office Operation
7. NICE Back Office Suite
Real-Time Workforce Real-Time Process Quality
Activity Monitoring Management Optimization Management
Gain Increase Guide /automate Improve
visibility into operational processing quality &
real-time task efficiency & & drive customer
processing performance compliance satisfaction
9. Could Your Back Office Benefit from RTAM?
TRUE or FALSE:
You have little visibility into employee desktop activities
You‟re not sure how long it really takes to process work items
You are not able to determine the best practice for processes
You lack insight into application usage and idle time
It‟s difficult to identify your best and worst performers
You do not have the data to determine how to improve system
performance
10. Back Office Challenges – Accurate AHT
Claims
Fax
Multiple systems with no single source of data (like an ACD) Email
CRM
Employees can work on multiple items concurrently
Imaging
No data for manual or paper-based processes Sales
Billing
Example of AHT Difficulties
11:00 What the system recorded: AHT = 2 hours 13:00
Employee took a claim from the queue Claim processed
What really happened: AHT = 30 minutes
11:00 11:15 11:30 11:45 12:15 12:30 12:45 13:00
Claim Facebook eBay Lunch Netflix Facebook Claim
Employee took a claim from the queue Claim processed
11. What is Real-Time Activity Monitoring (RTAM)?
Tracks Process
Desktop Reports
Processing
Tracks Application
Desktop Usage
Application Reports
Usage
Captures
Manual Employee
Processing Work
Journal
12. Desktop Connectivity
Desktop Client
Data Event
Event Event
Event
Generic Real-time Real-time
Web DB GUI Connector
Services Access Monitoring Event
Event
CONTEXTUAL CONNECTORS Event
Event Event
Business Rule Engine
Interprets and Decides
Multiple Applications
On Appropriate Action
on User’s Desktop
and Data Collection
Works Across Virtually ALL Application Types!
13. Accurately Track Processes and Sub Tasks
Visibility into
Individual
Employees to
find Best
Practices and
Compliance
Issues
Accurate
Average
Processing
Times
13
14. Track Net Duration and “Touches”
Claim: 2011-345
2011-345 Tate, Suzie
Smith, Jim
Smith, Jim
Smith, Jim
Smith, Jim
Tate, Suzie
Overall time
Who worked on
between start Total Work Time
it and when
and finish 14
15. Employee Work Journal
Capture manual, paper-based work by task type
Provides visibility into manual work progress
Enables performance management for manual work
WFM calculates work per interval and AHT
Allows forecasting, scheduling and change management
16. Track Average and Total Application Usage
Compare
Application Usage
within Work Groups
16
18. Real-time Supervisor Alerts
Real-time Supervisor Alerts based on Desktop Activity and Context
Alert on High Value Transactions
Alert on High Value Customer Processes
Alert on Serious Issues
High Value Customer
Critical Issue High
High Value Customer
High Value Customer
High Value
Transaction
High Value Customer
High Value Customer
19. Real-Time Business Data Collection and Reporting
Collect customer and business
data from desktop applications for
custom and ad-hoc reporting
Gain Valuable Insight
into Customer and
Business Intelligence
20. System Performance Report Example
Track system performance
Reports show “system latency” or time spent waiting on a
system to load a relevant page
Claims Claims
Page
Load
Wait Time
4%
Actual
Work
Time
96%
21. Integrates Seamlessly with NICE WFM & PM Solutions
Desktop Forecasting
Processing & Resource
Data Planning
Desktop Performance
Application Management
Data Statistics
Manual Real-Time &
Processing Historical
Data Adherence
22. What Can RTAM Do for You?
Drive greater operational efficiencies
Eliminate time & motion studies
Find hidden employee capacity
Reduce costly overtime
Enable supervisors to take real-time action on processing issues
Gain insight into important business and customer data
Quantify system performance issues
Facilitate use of workforce & performance management solutions
24. Could Your Back Office Benefit from WFM?
TRUE or FALSE:
You have challenges accurately determining resource needs
You want to automate scheduling & vacation planning tasks
You need visibility into staffing levels against backlog
You want to manage all aspects of employee performance
You want the ability to share work with the front office
25. What is Workforce Management (WFM)?
The
Workforce
Analyze Schedule People
Management
Performance & Events
Cycle
Manage
Change
25
26. Forecast & Plan
Create multiple hiring & budget plans up
to 5 years into the future
Time-series analysis of historical volume
& average processing time data
Automated allocation of resource
requirements across dispersed work
groups
Unique Workload algorithm & service
levels for back office processing work
Capable of considering the impact of
front/back-office work sharing
27. Schedule Employees & Events
Flexibility to support virtually any
scheduling methodology
Schedule based upon seniority or user-
definable ranking criteria
Automatic skill-block scheduling for
employees who task-switch between
one or more work types
(inbound/outbound, front office/back
office, etc.)
Employee self-service schedule bidding
& preference tools
Time Off Manager feature to automate
bidding & approval of employee
vacations
28. Manage Real-Time Change
View resources against backlog
volumes & do „what-if‟ analysis
Easy drag-and-drop schedule
modification
Ability to group employees across lines
of business & locations for unparalleled
visibility & easier resource management
Multi-channel, real-time adherence
capable of providing visibility into
actual vs. scheduled desktop
activities
Dynamic real-time charting provides
visual display of coverage, results and
more
29. Analyze Performance
Powerful web-based reporting with
automatic scheduling features & user-
configurable options
Capability to combine disparate
employee performance items into a
single view
Visibility into performance against
goals empowers employees &
promotes rapid improvement
Pre-built executive & WFM performance
dashboards
My Performance scorecards include
weighted Overall Performance Score,
Objective Results, Targets, Ratings and
Trend Charts
30. What Can WFM Do for You?
Improve accuracy of resource and capacity planning activities
Eliminate manual employee scheduling-related tasks
Facilitate work sharing between front and back office groups
Automate employee and departmental performance reporting
Empower employees to manage their own performance
Increase enterprise-level operational efficiencies
32. Could Your Back Office Benefit from RTPO?
TRUE or FALSE:
Complex processes can span multiple applications
Certain data elements must be entered in multiple applications
Specific processing guidelines frequently change
Employees are not skilled equally across the department
Non-compliance can result in costly regulatory fines
33. What is Real-Time Process Optimization (RTPO)?
Multiple Desktop Complex Work Regulations that Processing
Applications Items to Process Must be Followed Guideline Changes
Real-Time UI Consolidation, Desktop Automation, Employee Guidance
34. Streamline Complex Back Office Processing
Guides employees through
complex back office processes
by presenting relevant
information in a call out window
Provides information relevant to
each step in the process
Guidance provided is based
upon the specific needs of the
individual, work group or
department
UI Consolidation – save time by
providing required information
from multiple sources in one call
out
34
35. Desktop Workflows and Process Compliance
Define Desktop Workflows
Ensure process compliance within and across applications
36. Automation of Redundant Data Entry
BEFORE AFTER
Employee Employee enters
manually adds information once
customer address and invokes the
& other common automatic
information in population of data
multiple in the other
applications applications
Time consuming Time saved and
and chance of entry errors
error high eliminated
RTPO provides the benefits of system
integration without the associated costs
36
38. What Can RTPO Do for You?
Hand-hold employees through complex processes & procedures
Automate manual, error-prone processing tasks
Consolidate actions across multiple user interfaces
Increase processing efficiency and compliance
Reduce risk associated with costly compliance issues
Eliminate employee skills from the processing quality equation
40. Could Your Back Office Benefit from QM?
TRUE or FALSE:
You need better visibility into processing quality
You lack tools to ensure coaching is consistent and fair
You‟d like to provide employees with greater insight
You need a vehicle to share best practices
You want to improve customer satisfaction
41. Improve Back Office Quality
Screen recordings of work item processing
Searchable by work item
Find and fix root causes of errors and lower error rates
Use recordings in coaching packages for online training
42. Improve Back Office Quality
Employees Supervisors
Configurable Evaluation Forms & Custom Coaching Packages
Employee Evaluation Form Custom Coaching Package
43. Improve Back Office Quality
Employees Supervisors
My Universe Portal & WFM Integration
44. What Can QM Do for You?
Record work item processing to find and fix root causes of errors
Automate the coaching process
Promote greater consistency in employee evaluation
Provide employees with direct insight into their performance
Facilitate training and sharing of best practices
Reduce costly errors and re-work
Improve processing quality and customer satisfaction
45. Mary has something to cheer about!
Employee performance is up 11%!
Compliance has improved by 26%!
Backlogs are under control.
Overtime costs are minimal.
Productivity is up by 21% from
hidden capacity!
She knows how long it takes to
process each type of claim!
She is accurately planning for
growth
Quality has improved by 17%!
Her team is handling calls too!
Payback time on the new NICE
solutions was only 6 months!
46. Next Steps
Do you have a back office with 200+
employees?
interested in hearing more about
how your company can increase
enterprise operational
efficiencies and Effectiveness?
Email:
Paul.Leamon@NICE.com
Director, Back Office Solutions
Webinar 3: New Real-Time Guidance & Automation Solutions to Improve
Agent Performance & Operational Efficiency
Date/Time: May 12, 1:00 pm, EDT