In this context, WFM (workforce management) suggests itself as an optimal solution, popular and successfully applied in the contact center industry. WFM allows creating real work schedules for each employee based on workload forecasting in order to eliminate downtime and overload, taking into account various types of activities, roles at different stages of business processes, skill levels and even individual preferences.
The organization now has the ability to anticipate time frames for various tasks and evaluate the workload and efficiency of both individual employees and entire departments. Instead of setting tasks and waiting for the deadline, it becomes possible to monitor the percentage of completion. All this is done without the need to create a huge volume of manual reports and hold endless status meetings, albeit remotely.
Complex business processes involve multiple departments simultaneously, including contact centers, sales departments, and back office employees. The use of WFM technology significantly facilitates long-term planning, especially in the “what if?” mode, which is critically important in the context of an epidemic, when flows are redistributed and the situation changes.
The mentioned innovations not georgia phone data only help to maintain, but also increase the efficiency of the enterprise’s activities both in the area of customer service and in internal processes, both in conditions of forced isolation and transition to remote work, and after the end of the crisis period.
Experience in implementing WFM technologies shows that optimizing the workflow of employees increases labor productivity by 8-12% on average. In addition, the level of customer satisfaction increases due to prompt resolution of their requests. A balance between the work and personal life of the staff harmonizes the work team and reduces staff turnover.
Escalating importance of data security
The issue of ensuring information security becomes relevant and meaningful in the context of remote work. It is not enough to organize a secure remote connection for the company's personnel - it is critical to establish control over the actions of users in accordance with the information security policy and guarantee the protection of confidential data.
The solution to such a complex problem is possible through a comprehensive approach, which includes a combination of several tools: technologies for monitoring unacceptable actions, data leakage control (DLP) and the use of a multi-factor authentication system.
Protective mechanisms, such as the unusual Cyber Secure Lab, provide access control to the computer via external devices, especially for storing confidential files. In addition, any change or removal of hardware from the personal computer is monitored. Modern DLP technologies solve the problem of monitoring the transfer of confidential information through illegal communication channels, identify dishonest employees and prevent data leakage.
An additional advantage of modern DLP systems is the control of user activity on the computer (time spent using a specific application, downtime), as well as web resources visited during working hours (for example, entertainment sites, social platforms).
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Back Office Frequently Asked Questions
Back office workers play a key role in maintaining business efficiency, ensuring sustainable revenue growth, identifying and eliminating inefficient processes. The tasks of employees in this department can vary greatly depending on the company's area of activity, so it is necessary to carefully study the specifics and adhere to internal rules.
What opportunities does the bank's back office provide?
The back office ensures the implementatio