When your back office reaches maximum efficiency, amazing things happen. Data is integrated from employee desktops, forecasts are accurate, and engaged employees perform their roles exceptionally well.NICE Back Office Performance provides the tools needed to ensure that your workforce - teams and individuals - operates smoothly, effectively and securely. With a back-office solution cultivating employee success, they will be more engaged, and your organization will deliver uncompromisingly superior services.
Gain visibility into back-office productivity and proficiency, empowering employees, supervisors, and managers to improve performance.Read the datasheet
Manage back-office staff
Manage your team in challenging or hybrid environments, improve adherence and meet back-office demand.Learn more
Gain deeper insights
Greater visibility empowers and inspires employees, teams and managers to achieve their potential.Read the whitepaper
Crafting Tomorrow's Back Office
Leverage digital tools and employee empowerment to boost agility and customer-centricity.Read Analyst report
Get the tools you need to ensure that your workforce is operating smoothly, effectively and securely. With a back-office solution that engages and motivates your employees, your organization will deliver uncompromisingly superior services.
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Performance Management for Back Office: FAQs
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.
Gain visibility
Measure, track and assess employee performance across every Back Office workflow.
Challenge to improve
Understand each employee’s context, skills and knowhow, and assign games that promote success.
Enhance productivity
Design a roadmap to success, with greater transparency, actionable insights, and tailored guidance.
Back-office essentials
Understand exactly who’s working, who’s not, and why, so you can drive employee productivity and increase workflow efficiency.
Better together
Turn improvement into a group effort by aligning performance goals across the organization and sharing accountability for results.
Process handle times
Establish standards for back-office process handling times and required rework, and drive more accurate forecasting.
Single source of truth
Access all relevant contact center performance data in one view, with metrics aggregated from all relevant data sources.
Move beyond traditional inbound customer service into proactive, AI-powered experiences. Complete end-to-end automation of customer service workflows with NICE CXone Mpower.
Make the smartest buying decision with the latest Gartner analysis
NICE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.
