Impact 360 Forecasting and Scheduling for Back-Office Operations
Back-office workforce management solutions to increase throughput and reduce costs
| At A Glance |
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Why Impact 360 Back-Office Forecasting and Scheduling?
Order fulfillment, billing, claims, collections, and other back-office operations are process intensive areas in which the completion of one step often depends on the completion of another. In this environment, the ability to effectively forecast workflow and resource requirements and schedule employees accordingly can be key to meeting deadlines, quotas, and service level agreements (SLAs).
Verint® Impact 360® for Back-Office Operations features an automated forecasting and scheduling solution specifically designed to meet the needs of back-office environments. This powerful back-office workforce management solution can help your organization increase throughput and meet service levels with fewer resources and lower costs.
Impact 360 Back-Office Forecasting
Accurate resource forecasts are critical to effective workforce management. Impact 360 Forecasting is designed to project staffing needs down to the activity or position - even down to 15 minute intervals - so that you can offset intraday fluctuations in demand. With Impact 360 Forecasting, you can view trends, anticipate staffing demands associated with changes in volumes, and even accommodate location-specific attributes, such as equipment type and quantity, to define unique staffing requirements for each team or division.
More Effective Resource Forecasts
Back-office resource forecasts require historical and intraday data, but collecting this data can be challenging for a number of reasons. Back offices have no single source of data. Back-office business processes generally use many systems, and each department may have their own legacy systems. Work is often manual and there is generally no means of electronically capturing the work or volumes processed. And non-production work — training, committee meetings, special projects, etc. — must also be addressed by resource capacity plans.
To gather this data for input into the forecasting tool, Impact 360 uses a powerful Volume Management and Data Capture feature that collects data from disparate systems and real-time, electronic logs of volumes and staff activities. Additionally, Impact 360 Strategic Planning can help project long-term, back-office staffing needs for more accurate enterprise and team level forecasts.
The Impact 360 Pulse model provides a graphical comparison
of intraday performance and forecasted volumes. Managers
can see, at a glance, whether staff is keeping pace with demand
and make staffing adjustments before service levels suffer.
Impact 360 Back-Office Employee Scheduling
Impact 360 Back-Office Scheduling replaces time-consuming, manual scheduling with more efficient, automated scheduling. Impact 360 takes into account individual employees' skills and proficiencies and includes an easy-to-use, Web-based tool that allows operations managers to consider employee preferences, enforce shift lengths and breaks, and manage pooled employee resources across multiple divisions.
Impact 360 Back-Office Scheduling helps you produce optimal schedules to the quarter hour by balancing shift rules, work patterns, breaks, off times, employee skills, and preferences. You can customize schedule to achieve specified service level targets, deadlines, and goals. For example: handle 99% of work that arrives between 10am and 4pm by 5pm or handle 90% of work within 3 hours of arrival.
Impact 360 Back-office Volume Management and Data Capture lets you monitor work volumes throughout the day, so that you can make schedule changes as needed to accommodate unexpected situations.
By combining forecasted work volumes, actual work volumes, and employee schedules, Impact 360 Forecasting and Scheduling helps you monitor and dynamically manage workload to ensure SLA achievement for each process or work queue. The Impact 360 management dashboard lets you view actual volumes, backlog, resource availability/FTEs, and service level targets - all on a single screen.
What Industries Use Impact 360 Forecasting and Scheduling?
Verint has implemented Impact 360 Forecasting and Scheduling for financial services, insurance, transportation, retail, healthcare, and utilities organizations worldwide. Impact 360 Forecasting and Scheduling is fully integrated with the Impact 360 Workforce Optimization portfolio for back-office operations. Find out how these solutions can help your back-office operations. Contact Verint today.
"Verint Witness has crafted a suite of capabilities that will make those who are responsible for back-office productivity as well as those responsible for traditional front office customer service take careful notice of this innovative new workforce optimization solution."
