Back Office Scheduling — A Critical Component For Improving Organizational Efficiency

By Bob Webb, Pipkins, Inc.

When it comes to staffing requirements and operational performance goals, every organization is vastly different. Ensuring you have the proper number and types of employees scheduled to manage your back office at any given time can be a challenge, especially if you have little to no visibility into what you needed yesterday, last week, or last season to use as a basis for forecasting. Enterprise workforce management (EWM) solutions improve operations, make performance tracking easier, and help companies improve the customer experience in the front office. But the customer experience does not stop with the contact center. It extends to encompass the business processes that take place in the back office – processes like loan applications, administration, and finance.

To improve quality, enhance customer experience, increase operating efficiency, lift productivity and reduce attrition, it is critical for companies to be able to properly forecast and schedule back office employees, track their adherence in real time, and streamline the workflow between the front and back office.