Go Beyond Productivity with DPA + PM: Focus on the How, Not the How Many

For too long, back-office productivity was measured solely by volumes executed. This on its own is often a misleading metric. In a complex, multi-function, multi-site back office, work types vary greatly in complexity and time to complete. Learn how AIG leveraged Verint Operations Visualizer to factor in time compliance (percent of time in production) and utilization to create a true and equitable picture of employee productivity across 1,500 employees in two business lines and an APAC outsourcing unit.