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1. Real-Time, Right Now Back Office

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

8. REAL-TIME ACTIVITY MONITORING (RTAM)

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

17. Total Application Usage Report
Find “Hidden”
Capacity:
Facebook
eBay
NetFlix
Facebook Facebook
eBay eBay
NetFlix NetFlix
17

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

23. WORKFORCE MANAGEMENT (WFM)

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

31. REAL-TIME PROCESS OPTIMIZATION (RTPO)

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

37. Find Processes Where Copy/Paste Actions can be Automated
Work Item Duration vs. # of Clipboard Modifications
0:43:12
23 28 24 22
0:36:00 13
11
15
2 26
0:28:48 3
12
15
2 3 14
0:21:36
0:14:24
2
0:07:12
0:00:00
372493 482890 191528 278104 259703 265790 185686 300829 201034 218705 442263 505581 496695 281653 423136 269253
344 345 346 347 348 349 350 351 352 353 354 355 356 357 358 359

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

39. QUALITY MANAGEMENT (QM)

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