Mary Lou Joseph
3 minute read
By Mary Lou Joseph
Posted in Customer Engagement
You’ve likely made the recent decision to have the majority of your employees work from home. This presents many challenges including employee communication, connectivity and engagement. But it also presents a challenge to managers who need to understand who is doing what and when to ensure production and service goals are met.
How do you do this when you can no longer walk the floor to see how people are working?
Luckily, you may already have a solution deployed in your contact center that can help give you the operational visibility you need to maintain employee productivity and achieve service goals as your employees adapt to working from home.
Desktop and Process Analytics (DPA) is often used in the contact center to trigger pausing and resuming of call recordings when sensitive information is shared. This helps organizations with PCI compliance. But the same solution can also help you capture employee activity.
DPA is pushed out to employee desktops/laptops remotely and captures usage from any application directly from the employee desktop. Your business applications can be classified into production related and non-production related. The data can help managers and employees ensure they are focusing on production work to improve employee productivity.
The data can also quickly highlight issues, prompting managers to talk to employees to uncover the underlying causes, such as IT or system bottlenecks, the need to adjust handle times due to changes in environments or set ups, or the need to temporarily modify expectations for productivity levels. DPA data can also reassure work-from-home employees that they will get credit for all hours worked.
Verint Operations Visualizer takes the data from DPA and transforms it into actionable performance metrics in employee scorecards, so they can see their performance against goal. Employees can also electronically log in how they are spending time to account for non-system related activities, such as meetings, training, coaching, breaks, etc. This helps create a complete picture of the full work day.
Operations Visualizer is a quick to deploy solution that helps your employees focus on the production-related work. It gives them real-time visibility into key performance metrics, helping them build their confidence that they are achieving their production goals. Or, if struggling, it gives them the opportunity to have a timely, data-based discussion with their manager on how they might improve.
Here’s an example of an organization that has already deployed the solution.
One of the largest and lowest-cost healthcare insurers operating in a single state, with nearly 5 million members making more than 100 million inquiries a year, had a number of Verint Workforce Engagement solutions already deployed across its contact centers.
Nearly 900 full-time employees (FTEs) worked in their back office; however, disparate data sources, a myriad of manual processes, and little transparency resulted in limited information on cause and effect.
With Verint, they were able to create operational visibility for both managers and employees, giving them insight into how time was spent, and identify untapped capacity within the operations. With this newfound insight they were able to:
This resulted in $1.25 million in savings over a 12-month period, more consistency on service-delivery goal achievement, and a holistic management and reporting structure across customer service operations.
Check out our educational webinar series on best practices for managing an at-home workforce and these related blog posts:
The Softer Side of Managing a Work-from-Home Workforce
How to Manage a New, Virtual Workforce in the Back-Office
Do You Know the Whole Story of Your Back-Office Operations?
Read the press release.
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