Back office departments are not typically associated with customer service. Yet, these back office workers have the ability to impact the customer experience. When back office worker do their job well, customer expectations are met, and sometimes exceeded. However, when errors are made, processing guidelines aren’t followed or backlogs mount, front office volumes rise, operational costs increase and customer dissatisfaction ensues.
NICE Back Office Suite extends front office operational efficiency into back office environments. It automates manual processes, integrates data from employees’ desktops, improves forecast accuracy, enables managers to view and manage resource capacity, and empowers employees to improve their performance. It also provides tools to ensure regulatory compliance, and ultimately, elevate the level of service customers receive across the entire enterprise.
Automate manual tasks, increase forecast accuracy and enhance resource management effectiveness
Accurately forecast resource needs, increase employee and operational performance, and ensure internal and regulatory compliance
Provide employees visibility into daily results versus objectives and insight into specific areas needing focus
Elevate operational efficiency, and reduce costs in a way manual quality monitoring can’t match
Manage back office work loads, avoid understaffing and overstaffing, and meet SLAs
JADS Comm provides a wide range of business communication solutions, consulting and services. With a reputation for responsiveness, reliability, integrity and technical expertise, we help our customers to create and maintain the most innovative, practical and cost-effective communications solutions to give them a competitive advantage in today's customer-driven economy.