In many Contact Centers back-office interactions and processes are often treated as an afterthought; more time and attention is placed on the customer-facing agents. This attitude can have substantial risk to your operations, especially since it is estimated that there are nearly two and a half times as many back-office employees as customer-facing agents. Many solutions from the Real-Time solutions portfolio can help improve processes, visibility, and overall productivity for both front and back-office employees.
Improving visibility of back-office employees is crucial to identifying key performers, best practices, and areas for improvement. Real-Time Activity Monitoring (RTAM) does just that. It monitors all back-office tasks and activity and motivates employees to spend their workdays on activities that are productive and impact the company’s bottom line.
Real-Time Process Optimization (RTPO) provides a way to make life easier for your back-office agents. RTPO helps employees choose the most effective process path so they can increase productivity and eliminate errors. It provides back-office employees with real-time next-best-action recommendations. It also facilitates complex business processes by automating many of the manual desktop activities. As a result, employees can focus on more engaging tasks, instead of performing repetitive actions.
Robotic Automation is another part of the Real-Time solutions portfolio that can be applied to the back office. It enables simple but time-consuming tasks to be automated end-to-end. This takes the entire task away from the back-office agent and automates it completely. NICE estimates that at least 30% of daily processes can be completely or partially automated.
Contact us today to learn more about how Real-Time solutions can improve visibility and productivity for your Contact Center’s back-office staff.
Additional resources about the Real-Time Solutions portfolio:
Tags: Contact Center, NICE, Real-Time Activity Monitoring, Real-Time Process Optimization, Real-Time Solutions, Robotic Automation