Back-Office Performance Management - Optimize Your CX

NICE CXone for Back Office is a comprehensive solution for enhancing productivity, visibility and forecast accuracy in your back office. Its desktop activity monitoring provides real-time and historical insight into how employees spend their time, whether they are working in the office or remotely. Dynamic role-based dashboards engage employees and give supervisors a clear picture of back-office performance, enabling focused, effective and consistent improvement. The solution also provides the tools to personalize coaching and implement interactive gamification in line with each employee’s specific professional development needs.

CXone for Back Office provides valuable insights into workforce productivity through Desktop Discovery, an automated remote monitoring application that gathers comprehensive information on actions performed on each employee’s desktop (button clicks, copy/paste actions, applications opened, time spent on webpages, etc.). Analysis includes categorizing time spent on each activity as productive, non-productive, idle, non-work related, or PC-locked, as well as collecting metrics on handle times, cycle times and reopen rates.

With CXone Performance Management for Back Office, you can create highly personalized performance goals, coaching sessions and self-directed gamification to engage and empower employees. In addition, intuitive dashboard visualizations allow you to track the value and effect of your targeted performance initiatives over time. For employees, role-based access to performance dashboards provides transparency, awareness and accountability regarding their own productivity levels. These customizable features of the CXone solution motivate employees to take ownership of their outcomes and provide proven pathways to continuously improve their productivity.

Definitely. Through Desktop Discovery, CXone for Back Office collects highly detailed data on how much time employees are spending productively working each day. Real-time data on schedule adherence and frontline occupancy collected by CXone Workforce Management (WFM) is also fully incorporated, with turn-key integration, into the CXone for Back Office solution.

Robust, easy-to-use CXone Performance Management dashboards bring these data sources together, providing a holistic view of your workforce. With clear visualization of desktop behaviors, activities and application usage patterns, supervisors understand exactly how employees spend their time. Correlating that with robust adherence and occupancy data enables resource capacity optimization, enhanced forecasting and employee self-scheduling.

Whether in office-based or remote settings, supervisors can easily assess an employee’s schedule adherence and their compliance with productivity expectations. The insights they gain shape their initiatives to improve employee behaviors, enhance the customer experience, and meet strategic business objectives.

CXone Workforce Management (WFM), integrated into CXone for Back Office, is the only solution that uses a True to Interval (TTI) paradigm to accurately track work items spanning multiple planning intervals and asynchronous work. It determines the precise amount of time taken to complete each activity or task, regardless of how many planning intervals, pauses and hand-offs are involved, as well as how many activities are underway during each interval. This allows you to determine accurate staffing requirements, with forecasts and schedules driven by patterns of actual interval-specific activity — not just case counts and concluded tasks – no matter how long each activity took.