Boosting Back Office Operations Has Never So Much Easier

Any business looking to improve back office operations must look into making use of a system such as Enlighten software. With this program, distinguishing, recording and handling error and lost-time becomes easier. Why? It's because quality can be enhanced even more as it could be extensively evaluated and maintained 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 sorted out with the aid of this quality management system. When quality and waste are handled, operational performance improves. Here are two illustrations 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 aspects of reduced performance or where quality is being affected. With this particular information, staff will have a clear picture of where to center 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 complicated, the this simplifies the process to make aspects of issue easier to identify hence issues may be handled effectively.

Process driven loss includes waste created caused by a poorly designed process. Employees must find other ways to accomplish 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 such as a lack of training, poor warehouse design or technology issues.

However, when using this specific software, employees can determine 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 required modifications.

Then there's also Performance Optimizer featuring five software solutions meant to provide the overall big picture once aspects of loss have been identified. With this particular big picture, tools are supplied to boost entire performance in the company's back office operations. It removes 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 produce certain categories then action can be taken. It quantifies both time lost and the volume while providing data needed to develop a business case, thus letting the management team to assess the effectiveness within a quality framework.


Optimize your company's back office operations and contact center performance with the ideal systems in place. Visit this link to learn more!