Any organization trying to strengthen back office operations should look into making use of a system such as Enlighten software. With this program, pinpointing, recording and handling error and lost-time becomes easier. Why? It's because quality can be improved a lot more as it could be extensively examined and maintained while contact center performance and service are proactively treated as well. Furthermore, customer service surveys can be executed along with staff suggestions and ideas while complaints are quickly tackled with the help of this quality management product. When quality and waste are managed, operational performance improves. Here are two examples 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 required to review aspects of reduced performance or where quality is being affected. With this particular information, team members will have a clear picture of where to concentrate efforts to improve 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 extremely challenging, the this simplifies the process to make areas of concern easier to recognize hence issues may be undertaken with ease.
Process driven loss includes waste created resulting from a poorly designed process. Employees must find alternative ways to complete the task. This may be poorly designed form in which employees must spend 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 like a lack of training, poor warehouse design or technology issues.
Nonetheless, when utilizing this type of software, employees can recognize 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 essential improvements.
Then there's also Performance Optimizer featuring five applications designed to offer the overall big picture once areas of loss have been identified. With this particular big picture, tools are provided to boost overall performance in the company's back office operations. It takes away lost time proactively and systematically that leads to improved quality as well. The software takes this a step further while it categorizes the lost time to supply certain 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 assess 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 aspects of reduced performance or where quality is being affected. With this particular information, team members will have a clear picture of where to concentrate efforts to improve 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 extremely challenging, the this simplifies the process to make areas of concern easier to recognize hence issues may be undertaken with ease.
Process driven loss includes waste created resulting from a poorly designed process. Employees must find alternative ways to complete the task. This may be poorly designed form in which employees must spend 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 like a lack of training, poor warehouse design or technology issues.
Nonetheless, when utilizing this type of software, employees can recognize 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 essential improvements.
Then there's also Performance Optimizer featuring five applications designed to offer the overall big picture once areas of loss have been identified. With this particular big picture, tools are provided to boost overall performance in the company's back office operations. It takes away lost time proactively and systematically that leads to improved quality as well. The software takes this a step further while it categorizes the lost time to supply certain 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 assess the effectiveness within a quality framework.
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