Back Office Operations: Leveraging Your Business Workflow
Any organization looking to enhance back office operations should consider utilizing a program for instance Enlighten software. With this particular program, determining, saving and coping with error and lost-time becomes simpler. Why? It's because quality can be enhanced a lot more as it could be extensively assessed and maintained while contact center performance and service are proactively treated as well. Additionally, customer service surveys can be executed together with staff suggestions and ideas while complaints are quickly sorted out with the help 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 show how it helps.
The Service Optimizer aids in the management of quality and waste. Reports and tools control information required to assess areas of reduced performance or where quality is being affected. With this information, team members will have a clear picture of where to concentrate efforts to enhance 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 incredibly complicated, the this shortens the process to make aspects of problem easier to determine hence issues may be undertaken effectively.
Process driven loss includes waste created resulting from a poorly designed process. Employees must find other ways 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.
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 assess areas of reduced performance or where quality is being affected. With this information, team members will have a clear picture of where to concentrate efforts to enhance 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 incredibly complicated, the this shortens the process to make aspects of problem easier to determine hence issues may be undertaken effectively.
Process driven loss includes waste created resulting from a poorly designed process. Employees must find other ways 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.
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.
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