Find out how optimizing your back office can help improve your firms consistency and metrics around compliance, customer experience, and operational efficiencies

1. The High Performing Back Office
February 28, 2012

2. High Performance Back Office
 High Performance
Back Office
 One that is focused on the goals
of reducing operational
expenses, improving
compliance adherence all with
the common goal is maximizing
customer service and
satisfaction.
 High Performance back office is
comprised of skilled workers
that are always aligned to the
ideal task at the ideal time with
their eye on the goal of reducing
handling time and improving
quality of their work

3. SMS
SMS
SMS CHAOS
Metrics
Touch points
Natural
Disasters
Infrastructure

4. What is Back Office work?
Contact Center Back Office
Non-Phone Work Processing

5. SWPP Survey 2011
Non-phone customer service is
growing
Are you adequately able to
measure and track these types of
channels?
More than half of respondents
state that the same employee
handles voice and non-voice
work
Do you have a good solution for
blended agents?

6. Back Office Market Needs
Back office supervisors are EAGER for better management tools
“We have squeezed all the
costs out of our contact centers “Implementing WFM in the front
that we can – now we need to office saved almost 30%. We
do that in our back office need to extend that savings, or
operations.” at least part of it, to the back
office. It’s a no brainer.”
 DEMANDING solutions that
 Provide historical and real-time work visibility
 Improve productivity and performance
 Increase compliance
 Boost quality
6

7. What is a High Performing Back Office?
 When compared to the average of their peers, they have:
 Higher efficiency and productivity
 Consistently meet or exceed their service goals
 Intelligently share work with the contact center
 Lower back office costs
 Higher customer satisfaction and loyalty
 Higher employee satisfaction and lower attrition
 Lower contact center costs and volumes
 Less rework and costly errors
 Higher quality
 Lower regulatory fines

8. It’s Time for the Back Office to Reach New Heights
8

9. NICE Back Office Suite
Real-Time Real-Time NICE Back Office Suite
Performance Workforce Quality
Activity Process
Management Management Management
Monitoring Optimization
Guide /
Gain Improve
automate Increase
visibility into Increase quality &
processing operational
task performance customer
& drive efficiency
processing satisfaction
compliance

10. GAINING ACTIONABLE INSIGHT INTO YOUR BACK
OFFICE

11. Real-Time Activity Monitoring - Opportunity Starts Here
 Application
metering
 Process
adherence
 Process
duration
 Process
paths
Gain visibility into agent desktops
11

12. Back Office Challenges – Accurate AHT
Loans
Fax
 Multiple systems with no single source of data Email
CRM
 Employees can work on multiple items concurrently
Imaging
 No data for manual or paper-based processes Sales
Billing
 Example of AHT Difficulties
11:00 What the system recorded: AHT = 2 hours 13:00
Employee started the work task Employee ended the work task
What really happened: AHT = 75 minutes
11:00 11:15 11:30 11:45 12:15 12:30 12:45 13:00
Knowledge Facebook Lunch Database Email
Employee started the work task Employee ended the work task

13. Accurately Track Processes and Sub Tasks
Visibility into
Individual
Employees to
find Best
Practices and
Compliance
Issues
Use Best
Practices
training to
increase work
items per day
goals
Accurate
Average
Processing 4% Improvement
Times
13

14. Total Application Usage Report: Actionable Insight
Find “Hidden”
Capacity
Find inefficient
Processes
Facebook Facebook
eBay eBay
Netflix Netflix
10 minute
Find and Eliminate Excessive Non-Work Time Improvement
14

15. 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

16. Idle Time
Home Loans 21 854 4.98 1.08
5 minute
Find and Eliminate Excessive Idle Time Improvement

17. REAL-TIME AUTOMATION AND GUIDANCE

18. What is Real-Time Impact?
Real-Time Impact
Real-Time Guidance Real-Time Process Real-Time Automation
Compliance Automation Keystrokes
Best Practices Operational Efficiency Employee Retention
Process Adherence Reduce Handling Time Error Reduction
Impacting Every Process 18

19. Process Compliance Enforcement
 Define Desktop Workflows
 Ensure process compliance within and across applications

20. Process Automation Example – Data Propagation
Contacts
Automatically
copy and
paste 6 fields
Original handle time = 30 seconds
New handle time with automation feature = 2 seconds
• 93% increase in efficiency
• Very happy employees
• No errors

21. Real-Time Guidance
 Employees cannot know
everything
 Guides employees through
complex back office processes
 Presents relevant information in
a call out window
 Provides information relevant to
each step in the process
 Guidance based upon the
specific needs of the individual
 Push knowledgebase
information instead of
employees hunting for it 4% Improvement
21

22. User Interface Consolidation
 Save time by providing
required information from
multiple sources in one
call out
 More cost effective than
using 3 monitors
5 minute
Improvement
22

23. QUALITY MANAGEMENT AND COMPLIANCE

24. Quality Management
Screen Recording Configurable Custom
& Playback Employee Coaching
Evaluation Forms Packages
 Visibility into employee screen navigation to find and fix root causes of errors
 Tailor evaluation forms to focus on quality objectives specific to the business
 Deliver & schedule customized coaching packages for individuals & teams
Error rate lowered
from 4% to 2%
24

25. WORKFORCE MANAGEMENT

26. SWPP Survey 2011: WFM Latest Trend
SWPP 2011 Survey Cites:
Expansion of WFM Concepts
to Non-Phone Channels
as the #1 new trend in Workforce
Management
 53% manually forecast for other E-mail, Outbound Calling,
channels, while 32% use an Regular Mail, Faxes, and Web
automated WFM system. Chat are the most noted other
channels used. Facebook and
 49% use an automated WFM Twitter are also noted in a small
system to schedule agents, while number of centers.
43% schedule manually.
Are you adequately able to measure
How are you measuring your off- and track these types of channels?
phone contact work?

27. Tools to Automate Capacity Management Activities
The
Workforce
Analyze Schedule People
Management
Performance & Events
Cycle
Manage
Change 1 % Staffing
improvement
27

28. PERFORMANCE MANAGEMENT

29. Performance Suite
One Version of Personalized for
Disparate Data A Holistic Approach to
the Truth… Every Person
Sources Improving Performance
and Role
Example
Sources KPI Dashboard Analytics
Incentives Workflow
Executive Dashboards Coaching Forms
ETL Tool Built for Performance
Management
2 % Productivity
improvement

30. Inventory Aging by Associates or Work Type
Aging items are broken down into appropriate work groups depending on SLAs for work types
Work Disposition illustrates the workable vs. non-workable status of work items assigned to individuals
or teams

31. The High Performing Back Office
 Employee performance is up 11%!
 Compliance has improved by 26%!
 Backlogs are under control.
 Overtime costs are minimal.
 Productivity is up by 21% from
hidden capacity!
 Process time is clear and accurate!
 Planning and forecasting is an
exact science now
 Quality has improved by 17%!
 Back Office team is handling calls
too!
 Payback time on the new NICE
solutions was only 6 months!

32. BACK OFFICE SUITE IN ACTION

33. Solution: Service Processing Optimization
Open Claim Real-Time Start tracking actual handle
Quality
Activity time
Management
Monitoring Screen recording
Real-Time
Alert data mismatch Process
Reduce errors
Optimization Reduce handling time
Auto work processes of
Automatically open and Real-Time mindless manual work reduce
populate provider claim Process errors and handling time
system Optimization along with improving staff job
satisfaction
Compliance Adherence Real-Time Reduce regulatory fines
Guidance
Allows compensation to
Measure Employee Performance match quality of work.
Performance Management Provides incentive for
employees to always
outperform
Understanding workload
Staff effectively Workforce allows for effective scheduling

34. ENTERPRISE WORK SHARE AND
REAL-TIME REMOTE AUTOMATION

35. Solution: Enterprise Work Sharing
Back Office Contact Center Branch
What Value How
Economies of scale Many firms are moving to Real-time process
lowering operational centralized facilities for automation and workforce
expenses specific type of work management
process
Optimized scheduling Provides the ability to Workforce management
understand your employee
skill sets across the whole
enterprise and forecast and
staff accordingly

36. Intelligently Share Work with the Contact Center
 Back offices can provide some
support for easy to handle call
types to help with the peak hours
of the day
 Contact centers can provide some
support for related back office
work during the lowest volume Back Office helps the
hours of the day Contact Center
Contact Center helps
Contact Center Forecast the Back Office

37. Solution: Real-Time Remote Automation
What Value How
Reduce handling time Automating parts of the Real-time process
process expedites the optimization
handling time by reducing
manual work
Improve customer retention Ensures high value Real-time process
customers/prospects are optimization
moved to the front of the
queue

38. HEALTHCARE

39. Healthcare industry is growing at a rapid pace. Being
customer-centric, this industry needs to deliver high quality
customer support which is equally dependant on the front
and back office. The back office involves many multi-step,
multi-day processes related to health insurance, patients'
records, administrative tasks, claims processing and others
that need to be managed diligently to meet the expectations
of the new savvy customer

40. Healthcare Insurance
Workforce
Management Gain Visibility
•Workforce •Actual handle time
scheduling •Best practices
Open
Enrollment
Account
Regulations
Management
Performance Optimize
Management Processes
Healthcare •Automated
•Employee KPI keystroke
tracking
•Automated work
•Management KPI process
tracking
•Guidance
PBM CRM
Claims
Processing
Quality Regulation
Management Adherence
•Cost Containment:
•Compliance
MLR
•Find and fix root
•ICD-10
causes of errors
•Screen Recording
•Lower rework
and Archive

41. FINANCE

42. Financial Services
Workforce
Management Gain Visibility
•Workforce •Actual handle time
scheduling •Best practices
•Forecasting
Demand
Generation
and CRM
Billing and Account
Collections Management
Performance Optimize
Management Processes
Financial •Automated
•Employee KPI Services keystroke
tracking
•Automated work
•Management KPI process
tracking
Middle and •Guidance
Back Office Regulations
Trading
Loans,
Mortgage
and Credit
processing
Quality Regulation
Management Adherence
•Compliance •Sarbanes Oxley
•Find and fix root •Dodd Frank
causes of errors •Screen Recording
•Lower rework and Archive

43. Large Global Bank
INDUSTRY
 Largest bank in the Improved Process Efficiencies Banking
Eurozone Financial Services
 Automated tool that runs processes by itself
 Over 170K employees without advisor interaction
 Streamline processes
Business Goals  Automate data entry across systems to reduce  Lowered the 2-week
handle time and data entry errors turn around mortgage
 Support increased traffic
due to campaigns and approval to 5 days
Improved Customer Experience
promotions  28% staff savings
 Being able weed through qualified prospects  Improved mortgage
 Expedition acquisitions quickly providing more attention to high value
prospects close ratio on
campaigns
 Acquired customers were integrated more
quickly into parent company receiving the
higher level of customer experience
NICE SOLUTIONS
Improved Employee Experience
 NICE BackOffice Suite  Ability to eliminate mindless tasks and provide
enhanced employee satisfaction by allowing
 NICE Real-Time Process them to focus on higher strategic initiatives
Optimization
 Eases the strain of IT integrating disparate
systems.

44. CAN YOU AFFORD TO WAIT?

45. Making the Ultimate Customer Connection
Back Office
Contact  Business processes often span
Center Customer
contact center and back office
 Back office issues drive costly
interactions into contact center
 Back office inefficiencies impact
enterprise profitability
 Both contact centers and back
offices impact customer
experience
Ultimately- customers are impacted
by the ENTIRE enterprise
45

46. Champions
 Who in your company
is championing this #1
WFM trend?
 It may be difficult to
navigate the
Your photo
here
technology and culture
change issues…
 but the benefits are
worth it
 You can help lead
your team!

47. What’s Next…
 Many Options to Contact
Nice
 Contact your NICE Account
Executive
 Contact me
 www.nice.com
 Facebook, Twitter, LinkedIn
 Receive
 Personalized demo
 Individual Business
Assessment
 Find out how NICE Back
Office can drive new
efficiencies and revenue
opportunities for your firm