What happens in the back office processing organization has just as much impact on customer satisfaction and enterprise-level cost savings as the day-to-day activities of the front office contact center. Inefficient and erroneous back office processing negatively affects customer perception and drives traffic into front office operations. In these times, when social networking spreads news of poor experiences in an instant and every man-hour counts, customer satisfaction and operational efficiency is more important than ever. That’s why it’s time to put the needs of your back office front and center.

Improve forecasting and scheduling with NICE Back Office Desktop Process Management software. It captures and analyzes the desktop activity of back office employees in order to calculate accurate processing times, even when handling work items concurrently. As part of the NICE Back Office Suite, its integration with NICE Back Office Workforce Management also provides supervisors with real-time and historical insight into employee schedule adherence and desktop application usage.

NICE Back Office Desktop Process Management also helps managers automate data entry, enforce policies and provide employees with real-time guidance to navigate complex processes. Use it to streamline work, reduce errors and improve employee and operational performance.