2015: The Year of the Back Office Solution
The Workforce Management market continues to evolve and transform, especially when it comes to the back office.
In 2014, back-office WFM solutions sales increased more than 16%. Why is this happening? More contact center executives have started to appreciate the need for more data and more control over their back office. It also helps that the solutions themselves have improved.
Back-office tasks are often manual and complex, making it difficult to automate, manage and forecast workload. But with the WFM now available, contact centers can improve service levels. It’s possible to:
• Improve forecast accuracy of manual back-office tasks and activities
• Deliver more efficient resource planning and scheduling to consistently meet service levels and control costs
• Increase employee productivity by monitoring adherence, backlog and other metrics in real-time, allowing for more immediate actions
• Track and analyze key metrics to optimize service quality and back-office performance
All of these capabilities can make a critical difference in back office operations, as long as companies select the right solution. If you are exploring the market, find a WFM product that will integrate easily into your current ACD or PBX system, and one that offers multi-channel efficiencies, clear and organized dashboards and intra-day visibility.
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