Any company trying to develop back office operations should look at utilizing a program like Enlighten software. With this particular program, finding, taking and coping with error and lost-time becomes simpler. Why? It's because quality can be improved a lot more as it could be thoroughly evaluated and maintained while contact center performance and service are proactively treated as well. Additionally, customer service surveys can be achieved along with staff suggestions and ideas while complaints are quickly resolved with the aid of this quality management system. When quality and waste are managed, operational performance improves. Here are two kinds of Enlighten's optimization systems that will reveal how it helps.
The Service Optimizer helps in the management of quality and waste. Reports and tools control information necessary to evaluate aspects of reduced performance or where quality is being affected. With this information, staff will have the answers of where to concentrate efforts to develop service and quality. Lost time, known as waste, is placed into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are incredibly intricate, the this shortens the process to make aspects of issue simpler to determine hence issues may be handled with ease.
Process driven loss consists of waste created as a result of a poorly designed process. Employees must find different methods to accomplish the task. This may be poorly designed form in which employees must invest some time explaining how to accomplish the form to customers, time which could be better spent elsewhere. Incident driven loss is loss due to many things for instance a lack of training, poor warehouse design or technology issues.
Nonetheless, when using this specific software, employees can identify these areas to correct the issues resulting in waste. Error driven loss is that in which a processor makes an error and another employee must come behind him or her to make the required improvements.
Then there's also Performance Optimizer which features five software solutions designed to offer the overall big picture once aspects of loss have been identified. With this big picture, tools are provided to optimize general performance in the company's back office operations. It gets rid of lost time proactively and systematically that brings about improved quality as well. The software takes this a step further while it categorizes the lost time to supply specific categories then action can be taken. It quantifies both time lost and the volume while providing data required to create a business case, thus enabling the management team to review the effectiveness within a quality framework.
The Service Optimizer helps in the management of quality and waste. Reports and tools control information necessary to evaluate aspects of reduced performance or where quality is being affected. With this information, staff will have the answers of where to concentrate efforts to develop service and quality. Lost time, known as waste, is placed into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are incredibly intricate, the this shortens the process to make aspects of issue simpler to determine hence issues may be handled with ease.
Process driven loss consists of waste created as a result of a poorly designed process. Employees must find different methods to accomplish the task. This may be poorly designed form in which employees must invest some time explaining how to accomplish the form to customers, time which could be better spent elsewhere. Incident driven loss is loss due to many things for instance a lack of training, poor warehouse design or technology issues.
Nonetheless, when using this specific software, employees can identify these areas to correct the issues resulting in waste. Error driven loss is that in which a processor makes an error and another employee must come behind him or her to make the required improvements.
Then there's also Performance Optimizer which features five software solutions designed to offer the overall big picture once aspects of loss have been identified. With this big picture, tools are provided to optimize general performance in the company's back office operations. It gets rid of lost time proactively and systematically that brings about improved quality as well. The software takes this a step further while it categorizes the lost time to supply specific categories then action can be taken. It quantifies both time lost and the volume while providing data required to create a business case, thus enabling the management team to review the effectiveness within a quality framework.
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Optimize your company's Back Office Operations and contact center performance with the ideal systems in place. Visit this link to learn more!. Free reprint available from: Back Office Operations: Leveraging Your Business Workflow.
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