2 minute read
By Nicole Nevulis
Posted in Customer Engagement
Today’s modern workforce and the actions they need to perform are evolving quickly:
These are just a few workforce trends that will be discussed in the upcoming webinar, How to Harness Key Future of Work Trends, on Thursday, March 11, 1 p.m. ET. Register here! This panel discussion, moderated by Opus Research Analysts Dan Miller and Derek Top, will discuss key workforce trends with Verint SMEs Tracy Malingo, Heather Richards, and Dave Singer.
To quickly respond to these developing trends, organizations will need to connect work, data and people across their enterprise. This will be particularly challenging in the back office, where there are multiple departments, systems and work types.
Ask a back-office manager how many teams, systems, work types, processes and data sources they leverage every day—you’ll likely be astounded by the answer.
To support future of work trends such as real-time work and younger-generation expectations for modern interfaces, back offices need to create a single source of operational truth across their operations to drive real-time data, speed and accuracy.
Verint’s Future of Work offering delivers a broad set of integrated applications that help back-office operations make the leap into the Future of Work. Verint Cloud for Back-Office Operations makes it easier to capture data from legacy systems, employee desktops, spreadsheets, data lakes and even manual tasks to connect operational silos and create a comprehensive, real-time operational dashboard.
This real-time intelligence helps managers dynamically move work across teams to balance workloads intraday and against end-to-end service goals.
For example, a large insurance company had created a shared services group which was charged with developing a global, standardized performance management framework and consistent metrics that would help it break down silos between its many companies, functions and locations.
The insurer turned to the employee desktop as the source of trusted data and implemented Verint Operations Visualizer, a solution that captures application usage and transforms that data into key metrics in role-based performance scorecards.
By capturing employee activity data directly from the desktop, the insurer was able to level the playing field between employees, teams, functions and sites—measuring all employees on the same data source. As a result, the insurer was able to drive greater processing consistency and productivity.
In fact, the company saw a 36 percent increase in time spent in production applications, and a dramatic decrease in time spent on non-production-related activities—saving more than $9 million USD.
Many organizations have chosen the employee desktop as the trusted source of data for their operational and performance management reporting. A standardized performance management framework across functions provides management and employees with the data, tools and disciplines needed to be successful in their roles, break down silos, improve operational agility, and meet organizational goals.
Register here for the webinar, How to Harness Key Future of Work Trends, on Thursday, March 11 at 1 p.m. ET.
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