Back-office operations have been using task and process automation tools like Business Process Management (BPM) systems for decades, yet they still struggle to serve the customer at the right cost. That’s because processes don’t get the work done, people do.
Back offices need to augment their BPM systems with solutions that focus on improving the performance of the employee.
This whitepaper explores the five automation gaps in back-office operations left by BPM systems:
- Visibility into what employees are doing; how they are spending their time
- Ability to connect team, functional, and data silos to create a holistic view of operations
- Comprehensive resource capacity planning
- Real-time re-balancing of work against SLAs/service goals
- Flexible scheduling to align work with employee schedules