バックオフィス業務管理
ワークマネージャー
Uncover business intelligence for back-office operations to gain deep insights, increase capacity, and meet service goals.
How do I know who is doing what, when and how across my operations?
Customer support and back-office operations are plagued with operational siloes, legacy systems that don’t integrate with other systems, and complex, multi-touch processes. Organizations need a simple, intuitive view of all work being processed, no matter of system, department, individual or work type.
Verint Work Manager is a business intelligence solution that provides operational transparency and gives managers, team leads and individuals the insights they need to improve their performance and achievement of production goals. The data enables organizations to be more agile in moving resources to meet customer demand and service goals and improve employee productivity.
How do I increase employee utilization and capacity?
ワークマネージャーは、バックオフィス特有の紙業務、メール、業務システム、PC業務など業務の種類に関わらず、一連の業務全体を把握して優先順位を付け、そのタスクに適したスキルや能力を持つ従業員に、次に実行すべき作業項目を割り当てて表示します。Automating work allocation across back-office operations helps organizations create efficiencies by improving employee utilization and productivity while reducing:
- Manual efforts by managers to distribute work
- Employee downtime / idle time
- The need for overtime
How do I ensure my end-to-end service goals are being met?
In complex processing environments, where work is passed off between individuals and departments, organizations struggle to track work items against their service goals. It is not uncommon for
- High priority work to get lost
- Deadlines to be routinely missed
- Customers to be frustrated due to poor turnaround times.
Verint Work Manager tracks work against individual process step and end-to-end service goals, sending managers automated alerts should a work item be at risk of missing its deadline. 管理者は、アラーとを受け取ることで、問題が起きる前に作業量のバランスを見直して再割り当てを行い、サービス目標を確実に達成することが可能です。
How do I get started improving my back-office operations?
Verint Work Manager is available with three QuickStart cloud services offerings: operational efficiency, optimize service delivery and deliver customer excellence. The phased approach of the offerings makes it easy to deliver capability and generate productivity improvements, creating value within a matter of weeks. The standardized design and data integration quickly achieve digital transformation.
Work Manager Cloud QuickStarts offer:
- A standardized operational management process and model design
- Predefined categories for data fields to help make it easy for managers to interpret the data and identify opportunities to drive operational efficiency.
- Predefined configuration to keep the model design focused creating value without complexity.
- A train the trainer model to create customer self-sufficiency
Verint will share best practices culled from working with hundreds of organizations and the expertise of actual back-office operations managers with a combined 30+ years of experience). Contact us to learn more about the Work Manager QuickStarts.