Any organization wanting to boost back office operations must look into making use of a system for instance Enlighten software. With this program, pinpointing, recording and handling error and lost-time becomes easier. Why? It's because quality can be improved even more as it could be thoroughly examined and handled while contact center performance and service are proactively treated as well. In addition, customer service surveys can be finished along with staff suggestions and ideas while complaints are quickly resolved with the aid of this quality management program. When quality and waste are maintained, operational performance improves. Here are two examples 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 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.
However, when using this specific software, employees can recognize these areas to correct 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 required improvements.
Then there's also Performance Optimizer featuring five applications designed to deliver the overall big picture once areas of loss have been acknowledged. With this particular big picture, tools are supplied to optimize general performance in the company's back office operations. It gets rid of lost time proactively and systematically that results to improved quality as well. The software takes this a step further while it categorizes the lost time to provide specific categories then action can be taken. It quantifies both time lost and the volume while providing data required to produce a business case, thus permitting the management team to evaluate 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 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.
However, when using this specific software, employees can recognize these areas to correct 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 required improvements.
Then there's also Performance Optimizer featuring five applications designed to deliver the overall big picture once areas of loss have been acknowledged. With this particular big picture, tools are supplied to optimize general performance in the company's back office operations. It gets rid of lost time proactively and systematically that results to improved quality as well. The software takes this a step further while it categorizes the lost time to provide specific categories then action can be taken. It quantifies both time lost and the volume while providing data required to produce a business case, thus permitting the management team to evaluate the effectiveness within a quality framework.
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