NICE Releases Its Back Office Proficiency Essentials

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Filed under - Contact Centre News,

NICE has announced the release of NICE Back Office Proficiency Essentials, a solution that combines performance measurements with driving employee engagement.

The new solution is validated by a Proof of Concept (POC) conducted with 35 companies across industries that found a gap of more than 1.5 hours between perceived and actual productivity among back-office employees.

By using NICE Back Office Proficiency Essentials, companies can recapture a minimum of 25% of their productivity or an average of 30 minutes a day per employee. Translated into financial terms, this would mean an average saving of almost $1 million annually per 400 employees.

An entry level solution that’s deployable in just five months, NICE Back Office Proficiency Essentials is tailored to go beyond just performance measurements and focuses on increasing employee engagement.

The offering reiterates NICE’s commitment to delivering innovative features and addresses the two key challenges of identifying employees that are most productive and proficient, as well as how to inspire employees to perform at their best.

The solution fosters trust and cooperation by enabling organisations to have conversations with their employees that are based on real measurements and trends rather than on perceptions.

Infused with a combination of NICE Desktop Analytics together with NICE Performance Management, the solution enables organisations to enhance employee performance by 15%-18%, with initial value realisation beginning a single month following deployment completion.

The solution encompasses the following key features:

  • Visualisation of desktop process data
  • Delivery of performance related KPIs, trends and deep-dive analysis
  • New engagement KPI for tracking employee engagement over time
  • Definition and execution of dedicated coaching sessions for driving performance
  • Measurement of coaching effectiveness on KPIs
  • Determination of process time standards and activity breakdowns
Barry Cooper

Barry Cooper

Barry Cooper, President at NICE Enterprise Group, said: “NICE prides itself on relentless innovation and is once again changing the game by bringing this first of its kind back-office offering to improve organisational performance by combining monitoring with proactive action.”

“Improving customer experience and business performance are a direct result of motivated employees, a company’s most important asset and one that they must nurture. The best path to company profitability and prosperity is when there’s a win-win partnership with employees, and this is exactly what NICE aims to foster.”

Author: Robyn Coppell

Published On: 23rd Jan 2019 - Last modified: 29th Jan 2019
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