BOE

Question 1

What are BOE KPI’s

Answer 1

Increase employee productivity
Decrease process cycle time
Decrease employee churn

Question 2

What are BOE’s Buyer Persona’s

Answer 2

Back Office Operations

Back Office Workforce Mgr

Question 3

What are BOE Business Challenges

Answer 3

Where to focus time and effort on Employees

Lack of understanding of employees work behaviors

Maximizing back office productivity

Question 4

What are key capabilities for BOE

Answer 4

• Capture desktop activity
• Understand who is working and who isn’t
• Understand true handle time of processes
• Coach back office employees on issues

Question 5

What are disco q’s for BOE

Answer 5

How do you know how much time back office EMPs spend actually working?

How do you know what specific coaching each EMP needs?

Question 6

What are the differentiators for BOE

Answer 6

Understand employee work behaviors that drive productive vs non productive time

Track and measure Coaching effectiveness”

Question 7

What are key Competitors for BOE

Answer 7

Verint / Aspect

Question 8

What are success Stories for BOE

Answer 8

Contax - make back office WFM ass successful as their front offce / UnitedHealth Group - control cost while rapidly growing