OPX enables back-office agents to:
- “Get Next”- upon completion of the task, they can move on to the next task, best-suited for their skillset
- Defer, refer or escalate tasks
- Record their breaks, phone calls and meetings
- Access case history and information
- Use checklists to promote their quality and compliance
- Focus on tasks that are prioritized and suitable for their skills
| Agent Challenges | Impacts | How OPX can help |
|---|---|---|
| Managing own workload is difficult without all the information |
|
Real-time automated task allocation shifts agent focus onto the task itself.
SLA adherence is managed automatically, reducing breaches. |
| Need to balance professional development with meeting targets |
|
Reporting on quality and productivity of staff in detail, identifying specific training needs and focussing effort. |
| Risk of boredom performing monotonous tasks |
|
Splitting processes into different activities, sending mundane work to bots while keeping the decision-making steps with a human. |
| Might be asked to absorb front office work, disrupting own routine |
|
As front-office demand increases, OPX can pause work and resume as appropriate, monitoring the SLA impact throughout. |
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