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 aids in the management of quality and waste. Reports and tools control information required to review areas of reduced performance or where quality is being affected. With this information, team members will have a clear picture of where to center efforts to boost service and quality. Lost time, referred to as waste, is put into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are really challenging, the this shortens the process to make aspects of issue easier to determine hence issues may be resolved effectively.
Process driven loss entails waste created resulting from a poorly designed process. Employees must find alternative ways to accomplish the task. This may be poorly designed form in which employees must spend some time explaining how to complete the form to customers, time which could be better spent elsewhere. Incident driven loss is loss due to many things like a lack of training, poor warehouse design or technology issues.
Nonetheless, when using this specific software, employees can identify these areas to rectify the issues producing 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 needed corrections.
Then there's also Performance Optimizer featuring five applications meant to deliver the overall big picture once aspects of loss have been acknowledged. With this big picture, tools are provided to boost overall 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 distinct categories then action can be taken. It quantifies both time lost and the volume while providing data required to produce a business case, thus allowing the management team to examine the effectiveness within a quality framework.
The Service Optimizer aids in the management of quality and waste. Reports and tools control information required to review areas of reduced performance or where quality is being affected. With this information, team members will have a clear picture of where to center efforts to boost service and quality. Lost time, referred to as waste, is put into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are really challenging, the this shortens the process to make aspects of issue easier to determine hence issues may be resolved effectively.
Process driven loss entails waste created resulting from a poorly designed process. Employees must find alternative ways to accomplish the task. This may be poorly designed form in which employees must spend some time explaining how to complete the form to customers, time which could be better spent elsewhere. Incident driven loss is loss due to many things like a lack of training, poor warehouse design or technology issues.
Nonetheless, when using this specific software, employees can identify these areas to rectify the issues producing 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 needed corrections.
Then there's also Performance Optimizer featuring five applications meant to deliver the overall big picture once aspects of loss have been acknowledged. With this big picture, tools are provided to boost overall 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 distinct categories then action can be taken. It quantifies both time lost and the volume while providing data required to produce a business case, thus allowing the management team to examine the effectiveness within a quality framework.
About the Author:
Utilize appropriate statistical sampling and survey methodologies for your Back Office Operations. Enlighten Software specializes in the design and installation of tools, methods and systems to optimize operational service.
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