An effective workforce doesn't stop at frontline workers or the employees who manage them—it includes back-office operations too. Frontline workers may handle direct interactions with customers but back-office operations still impact the customer experience. Having a unified workforce, including frontline and back-office operations is essential to customer experiences.
Let’s dive into how unified operations can transform your business—and how Aspect can make it a reality.
Streamline data management
Unifying workforce management across front-office and back-office departments establishes a single source of truth, simplifying data management challenges. Gaps in data from customer service interactions can impact how back-office teams work.
Tools in Aspect WorkforceOS can seamlessly support both front- and back-office teams while integrating with additional systems to deliver an end-to-end workforce solution that addresses the needs of both sectors. Back-office teams gain streamlined access to the relevant data needed for completing administrative tasks and providing support to frontline teams.
Accurately forecast staffing needs
Running an enterprise-scale organization requires precise forecasting to maintain efficiency with properly staffed frontline and back-office teams. Accurate projections help prevent both understaffing and overstaffing, offering clear insights into team demand. Aspect Workforce empowers you to plan resources thoroughly, using “what-if” scenarios to evaluate different staffing needs and implementing best-fit models to ensure the right people are in the right place at the right time.
Automate task routing and assignment
Efficient workflows rely on ensuring that any frontline interactions or needs are routed to the appropriate back-office teams. Manually managing this across a large workforce is both tedious and stressful. Depending on fragmented workforce solutions can also cause delays, as tasks may need to be re-routed to the correct team members.
With Aspect solutions, task backlogs can be monitored in real time, enabling quick and efficient staffing adjustments, saving time and money. Our intelligent apportionment features make it effortless to distribute tasks across multi-skilled teams, ensuring balanced resource allocation.
Track timely back-office performance
Access near real-time performance data helps inform timely, data-driven decisions, giving organizations the ability to quickly adjust staffing levels to meet business goals. Intraday performance tracking in Aspect Workforce allows businesses to keep daily work targets on track by keeping staffing at appropriate levels. Flexible planning options allow quick changes based on dynamic task backlogs, deadlines, and team performance.
Boost efficiency and improve cost savings
Optimized planning and staffing boost efficiency throughout your organization, delivering cost savings across both frontline and back-office operations. Through a combination of tailored workload management, optimized staffing, precise forecasting, and intelligent scheduling, organizations using Aspect solutions can reduce back-office costs by 20–40%.
Scale back-office solutions with business growth
As your organization grows, workforce management solutions should evolve. Back-office workforce management systems should scale to meet the needs of your growing business. Aspect’s platform grows with your business, meeting the needs of small-and medium sized businesses as well as enterprise-scale organizations.
Upgrade to full-circle workforce management
Efficient workforce management shouldn't stop at your frontline—it should include your back-office operations too. Aspect Workforce is crafted to empower teams across your organization, improving performance across front- and back-office operations through robust features. Streamline work processes, improve performance, save time, and reduce costs with a workforce platform built for every part of your business.
