Businesses all over the world are becoming increasingly aware of the importance of their customer-facing processes – from the front office to the back office. To stay competitive, businesses are training their agents to successfully manage multiple channels while their performance and productivity are monitored in real time. But, it usually takes work outside the contact center to to ensure that customer needs and requests are actually fulfilled.
Customer-facing work that occurs elsewhere in the enterprise, which is often called the back office, is a critical part of the customer journey that can often make or break the customer experience. It’s where customers are brought on-board, billed and monitored and can be the difference between attrition and churn.
Realizing the Back Office Opportunity
For most companies, the challenge is getting the right work to the right person at the right time to deliver the right service level. You need to align the different moving parts of the non-contact center environment, including systems, people, schedules, tasks, and business priorities. If you can address these key challenges, you can unlock new efficiencies within the contact center. For example:
- Allocate work to meet service levels and make sure the highest-value tasks are performed
- Align tasks with the people best able to perform them – keep work interesting and varied
- Forecast workloads and schedule staffing to eliminate backlogs and overtime
Five Steps to Peak Back Office Efficiency
The back office environment is much too complex to manage using manual oversight and spreadsheets. Enterprise workload management technologies help you connect the diverse people, applications and workloads to meet your business objectives – all in real time. These solutions connect and align the different moving parts of the back office environment – all without having to rip out or replace current systems.
In fact, this business transformation can be broken into five relatively simple steps:
- Establish employee presence – The first step in optimizing performance is simply knowing who is available for which type of work. This kind of visibility is built into the contact center – it makes sense for all employees on the critical path in fulfilling customer commitments.
- Create a global task list – On the task side, you can seriously improve performance by putting all of the work items and tasks from the many different systems into a single, global task list. This gives you new visibility into the entire scope of work in the back office – visibility that’s essential to tracking performance and planning resources.
- Prioritize tasks by business rules – Now that you have a global task list, you can automatically prioritize tasks in the list based on configurable business rules. Prioritization helps you make sure that a critical or time-sensitive task doesn’t get stuck behind something of lower-value or with a longer schedule.
- Assign tasks based on skills – Once you’ve prioritized tasks, the next step is to get them to the right people. Rather than waiting for your people to choose, assign tasks dynamically based on employee skills and availability. And make sure that the task assignment includes a timing factor, so if someone neglects a critical task, it can be rerouted or escalated.
- Forecast and schedule based on detailed insight – With visibility into workload, employee status and task assignment, you can start continuously improving back office performance through better workforce scheduling. With a better understanding of global workload and priorities, you can make more accurate predictions about workforce needs. This will help you handle fluctuations in volume and the variations in the time it takes to complete tasks.
To learn more on connecting customer journeys across your enterprise, check out this eBook titled Five Steps to Peak Performance in the Back Office. You can see how to connect systems, workloads and employees across your enterprise to significantly improve workforce efficiency and employee engagement while increasing customer satisfaction and loyalty.