Back Office Performance Management

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Employee and Operational Performance in the Back Office

NICE Back Office Performance Management, part of the NICE Back Office Suite,  rapidly transforms lackluster employee and operational performance in back office processing environments into a compelling competitive advantage. It gives all employees, from processing analysts to executives, visibility into daily results versus objectives and insight into specific areas needing focus. Yes, it is possible to improve performance and consistently meet service level agreements while increasing operational efficiency. Enhanced customer satisfaction is the direct result.
It happens every year. Business executives meet to establish corporate objectives. Their hope is that these goals trickle down to the employees responsible for carrying out the tasks associated with running the business. Sometimes they do and sometimes they don’t.
 
NICE Back Office Performance Management software ensures that corporate business objectives are aligned with employees’ actual activities. Every day, all employees can monitor their performance according to these objectives and see exactly where improvements are needed.
 
Managers benefit from NICE Back Office Performance Management, too. It provides visibility into consolidated operational performance of the back office processing center and beyond.
 
Bottom line: NICE Back Office Performance Management offers more than just dashboards, scorecards and reports. It empowers employees, equips managers with business results, and assures executives that everyone is aligned with corporate objectives.
 


With NICE Back Office Performance Management software, managers and their back office processing teams can:
 
  • Gain greater alignment between corporate goals and individual activities– Ensure everyone in the organization is working toward achieving the same business objectives
  • Rapidly improve business results– Daily visibility into actionable information supports better decision-making and decreases the time it takes to improve results
  • Increase employee performance and engagement– Promote greater employee satisfaction by empowering individuals to improve their own performance
  • See multidimensional enterprise-level performance data– Break down information silos and bring data together in a single data mart
  • Improve operational efficiency and cost savings– Eliminate the administrative time supervisors and reporting analysts spend on data-gathering and manual, spreadsheet-based employee performance reporting
  • Enhance customer satisfaction– Since back office processing environments play a significant role in driving customer satisfaction, consistently meet service level agreement targets and customer expectations
NICE Back Office Performance Management software improves employee performance and operational performance in back office processing environments through these proven features and capabilities:
 
  • Connectors to NICE Workforce Management and Quality Management– Automatically collects employee data and performance statistics from other NICE systems and optionally imports employee-level data items housed in legacy applications
  • Pre-built KPIs and metrics– Comes with more than 200 best-practice key performance indicators (KPIs) and metrics used to evaluate employee and business performance at top companies around the globe
  • Configurable balanced scorecards– Enables employees to view both current and trended performance and compare their results to that of their peers
  • Graphical performance dashboards– Yields quick, at-a-glance visibility into performance and enables drill-down into results for specific KPIs or employees
  • BusinessObjects Crystal Reports – Enables the creation of custom reports using a full spectrum of detailed, consolidated operational and employee performance data