Any company wanting to enhance back office operations should think about making use of a program such as Enlighten software. With this program, finding, recording and dealing with error and lost-time becomes easier. Why? It's because quality can be improved even more as it could be extensively assessed and managed while contact center performance and service are proactively dealt as well. Furthermore, customer service surveys can be completed along with staff suggestions and ideas while complaints are quickly tackled with the aid of this quality management program. When quality and waste are managed, operational performance improves. Here are two kinds of Enlighten's optimization systems that will show how it helps.
The Service Optimizer aids in the management of quality and waste. Reports and tools control information necessary to review areas of reduced performance or where quality is being affected. With this particular information, staff will have a clear picture of best places to concentrate efforts to enhance service and quality. Lost time, referred to as waste, is placed into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are really complex, the this simplifies the process to make areas of issue quicker to identify hence issues may be undertaken with ease.
Process driven loss consists of waste created due to a poorly designed process. Employees must find other ways to complete 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 utilizing this particular software, employees can recognize 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 necessary corrections.
Then there's also Performance Optimizer which features five software solutions designed to deliver the overall big picture once aspects of loss have been identified. With this particular big picture, tools are provided to optimize overall performance in the company's back office operations. It removes 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 offer specific categories then action can be taken. It quantifies both time lost and the volume while providing data necessary to develop a business case, thus allowing the management team to review the effectiveness within a quality framework.
The Service Optimizer aids in the management of quality and waste. Reports and tools control information necessary to review areas of reduced performance or where quality is being affected. With this particular information, staff will have a clear picture of best places to concentrate efforts to enhance service and quality. Lost time, referred to as waste, is placed into one of three categories: process driven loss, incident driven loss and error driven loss. As contact centers are really complex, the this simplifies the process to make areas of issue quicker to identify hence issues may be undertaken with ease.
Process driven loss consists of waste created due to a poorly designed process. Employees must find other ways to complete 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 utilizing this particular software, employees can recognize 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 necessary corrections.
Then there's also Performance Optimizer which features five software solutions designed to deliver the overall big picture once aspects of loss have been identified. With this particular big picture, tools are provided to optimize overall performance in the company's back office operations. It removes 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 offer specific categories then action can be taken. It quantifies both time lost and the volume while providing data necessary to develop a business case, thus allowing the management team to review the effectiveness within a quality framework.
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