Any company aiming to strengthen back office operations must look into making use of a product for instance Enlighten software. With this program, identifying, documenting and managing error and lost-time becomes simpler. Why? It's because quality can be improved a lot more as it could be thoroughly evaluated and handled while contact center performance and service are proactively treated as well. Additionally, customer service surveys can be completed together with staff suggestions and ideas while complaints are quickly addressed with the aid of this quality management product. When quality and waste are maintained, operational performance improves. Here are two examples of Enlighten's optimization systems that will show how it helps.
The Service Optimizer helps in the management of quality and waste. Reports and tools control information needed to evaluate aspects of reduced performance or where quality is being affected. With this particular information, staff will have the answers of best places to center efforts to develop service and quality. Lost time, known as waste, is put into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are extremely intricate, the this simplifies the process to make aspects of issue simpler to identify hence issues may be undertaken with ease.
Process driven loss involves waste created resulting from a poorly designed process. Employees must find different methods to finish the task. This may be poorly designed form in which employees must spend some time explaining how to finish 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.
Nevertheless, when utilizing this kind of software, employees can recognize these areas to rectify the issues leading to 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 modifications.
Then there's also Performance Optimizer which features five applications built to offer the overall big picture once aspects of loss have been acknowledged. With this big picture, tools are provided to optimize 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 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 allowing the management team to examine the effectiveness within a quality framework.
The Service Optimizer helps in the management of quality and waste. Reports and tools control information needed to evaluate aspects of reduced performance or where quality is being affected. With this particular information, staff will have the answers of best places to center efforts to develop service and quality. Lost time, known as waste, is put into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are extremely intricate, the this simplifies the process to make aspects of issue simpler to identify hence issues may be undertaken with ease.
Process driven loss involves waste created resulting from a poorly designed process. Employees must find different methods to finish the task. This may be poorly designed form in which employees must spend some time explaining how to finish 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.
Nevertheless, when utilizing this kind of software, employees can recognize these areas to rectify the issues leading to 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 modifications.
Then there's also Performance Optimizer which features five applications built to offer the overall big picture once aspects of loss have been acknowledged. With this big picture, tools are provided to optimize 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 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 allowing the management team to examine the effectiveness within a quality framework.
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