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Forecasting, scheduling, and tracking the number and types of employees required to effectively run a back office can be challenging. Whether processing claims, fulfilling orders, processing transactions, or conducting other back office activities balancing the number of staff with the amount of work is never easy. The problem is further complicated when different types of tasks are conducted within the back office and involve employees with varying proficiencies and skills. In addition, back office applications are less standardized than the contact center, presenting data collection challenges and requiring flexible forecasting approaches to deal with different types of back office workflows. PerformanceEdge for the Back Office includes Aspect ® eWorkforce Management™. Built based on more than 30 years of experience, it offers a complete, automated software solution that helps accurately plan and manage employee performance in both the contact center and the back office. With its complete set of forecasting, scheduling and intraday workload management, PerformanceEdge for the Back Office helps you improve strategic planning, schedule and maintain the right number and types of employees, while easily evaluating and empowering workers to meet your business goals. PerformanceEdge for the Back Office also combines workforce management along with recording and quality management, performance management , as well as coaching and eLearning capabilities to provide a closed loop process for managing your back office operations. Employee desktop interactions can be recorded and reviewed to increase compliance and quality scores from these events can be tracked to identify and coach employees on performance. Based on their performance, the solution enables you to push targeted eLearning training directly to employee’s desktops to continually develop skills, without impacting service levels.
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