Workforce Management in the Back Office

The greatest challenge in reliably forecasting and scheduling back-office operations has been the lack of accurate statistics for tasks and handling times, stemming from the basic and often home-grown task-handling systems, widely in use.

To give back-office operations the same level of transparency and statistical accuracy, Teleopti and its partners have created a unique analytics tool that can effortlessly combine statistics from a central handling and distribution solution, with those recorded at the individual desktop level. This value-added capability makes it possible to gather accurate intelligence about handled tasks, handling times, processes and actual work times directly from the end-user desktop, and also create powerful forecasts and automatic schedules, while also improving the accuracy of reporting.

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