nice real time right now back office
DESCRIPTION
Impact Every Customer InteractionOrganizations can’t afford to fail at any interaction. Applying...TRANSCRIPT
Real-Time, Right Now Back Office
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?
Time and motion studies are not very accurate
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!
Mary is Director of
Claims Processing
If only she had technology like the call center!
ACD
Matt is Director of the Call Center
Time and Motion Studies
Manual Employee Work Reports
Workforce
Management
Call and Screen
Recording
Quality
Management
Speech Analytics
Customer
Feedback
Mary is Director of Claims Processing
Performance
Management
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
It’s Time for the Back Office to Move Front & Center
Back Office Processors Back Office Managers
Today’s Objective
Increase the Operational Efficiency &
Effectiveness of Your Back Office Operation
4 Solutions : 1 Purpose
NICE Back Office Suite
Real-Time
Activity Monitoring
Quality
Management
Real-Time Process
Optimization
Workforce
Management
Gain
visibility into
real-time task
processing
Increase
operational
efficiency &
performance
Guide /automate
processing
& drive
compliance
Improve
quality &
customer
satisfaction
REAL-TIME ACTIVITY MONITORING (RTAM)
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
Example of AHT Difficulties
Back Office Challenges – Accurate AHT
What the system recorded: AHT = 2 hours
Employee took a claim from the queue Claim processed
11:00 13:00
What really happened: AHT = 30 minutes
Employee took a claim from the queue Claim processed
11:00 13:00
Claim Facebook eBay Lunch Netflix Facebook Claim
11:15 11:30 11:45 12:15 12:30 12:45
Multiple systems with no single source of data (like an ACD)
Employees can work on multiple items concurrently
No data for manual or paper-based processesImaging
CRM
Fax
Claims
Billing
Sales
What is Real-Time Activity Monitoring (RTAM)?
Tracks
Desktop
Processing
Tracks
Desktop
Application
Usage
Captures
Manual
Processing
Application
Usage
Reports
Employee
Work
Journal
Process
Reports
Desktop Client
CONTEXTUAL CONNECTORS
Generic
Web
Services
Real-timeDB
Access
Real-timeGUI
MonitoringConnector
Desktop Connectivity
Business Rule Engine
Interprets and Decides
On Appropriate Action
and Data Collection
Event
Data Event
Event
Event
Event
EventEvent
Event
Event
Multiple Applications
on User’s Desktop
Works Across Virtually ALL Application Types!
Accurately Track Processes and Sub Tasks
13
Accurate
Average
Processing
Times
Visibility into
Individual
Employees to
find Best
Practices and
Compliance
Issues
Track Net Duration and “Touches”
14
Claim: 2011-345
2011-345
Smith, Jim
Smith, Jim
Tate, Suzie
Smith, Jim
Smith, Jim
Tate, Suzie
Overall time
between start
and finish
Who worked on
it and whenTotal Work Time
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
Track Average and Total Application Usage
16
Compare
Application Usage
within Work Groups
Total Application Usage Report
17
Facebook Facebook
eBay
NetFlix NetFlix
eBay
Find “Hidden”
Capacity:
eBay
NetFlix
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
Real-time Supervisor Alerts
High Value Customer
Critical Issue
High Value
TransactionHigh Value Customer
High Value Customer
High Value Customer
High Value Customer
High
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
System Performance Report Example
Track system performance
Reports show “system latency” or time spent waiting on a
system to load a relevant page
Actual Work Time96%
Claims Page Load
Wait Time4%
Claims
Integrates Seamlessly with NICE WFM & PM Solutions
Desktop
Processing
Data
Desktop
Application
Data
Manual
Processing
Data
Forecasting
& Resource
Planning
Real-Time &
Historical
Adherence
Performance
Management
Statistics
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
WORKFORCE MANAGEMENT (WFM)
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
The
Workforce
Management
Cycle
What is Workforce Management (WFM)?
25
Schedule People
& Events
Manage
Change
Analyze
Performance
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
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
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
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
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
REAL-TIME PROCESS OPTIMIZATION (RTPO)
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
What is Real-Time Process Optimization (RTPO)?
Multiple Desktop
Applications
Complex Work
Items to Process
Regulations that
Must be Followed
Processing
Guideline Changes
Real-Time UI Consolidation, Desktop Automation, Employee Guidance
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
Desktop Workflows and Process Compliance
Define Desktop Workflows
Ensure process compliance within and across applications
BEFORE
Employee
manually adds
customer address
& other common
information in
multiple
applications
Time consuming
and chance of
error high
AFTER
Employee enters
information once
and invokes the
automatic
population of data
in the other
applications
Time saved and
entry errors
eliminated
Automation of Redundant Data Entry
36
RTPO provides the benefits of system
integration without the associated costs
Find Processes Where Copy/Paste Actions can be Automated
0:00:00
0:07:12
0:14:24
0:21:36
0:28:48
0:36:00
0:43:12
372493 482890 191528 278104 259703 265790 185686 300829 201034 218705 442263 505581 496695 281653 423136 269253
Work Item Duration vs. # of Clipboard Modifications
23 28 24 2213
1115
2 26 312
152 3 14
2
344 345 346 347 348 349 350 351 352 353 354 355 356 357 358 359
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
QUALITY MANAGEMENT (QM)
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
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
Improve Back Office Quality
Employees Supervisors
Configurable Evaluation Forms & Custom Coaching Packages
Employee Evaluation Form Custom Coaching Package
Improve Back Office Quality
Employees Supervisors
My Universe Portal & WFM Integration
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
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% fromhidden 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!
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:
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