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3 Ways to Increase Business Program Efficiency - Finnegan Pierson - ContactCenterWorld.com Blog

3 Ways to Increase Business Program Efficiency

The quality of a business program is of the utmost importance to both clients and the business itself. Included in this quality is an efficiency of service. If a business is not efficient in its processes, it risks not meeting deadlines that clients need met in order to justify paying the businesses for its services. Examining how to ensure that the quality of a business is maintained at a high level includes evaluating its efficiency. Here are three ways to increase business program efficiency to ensure a positive experience for all parties involved with a business.

Perform a Sentiment Analysis

A sentiment analysis essentially presents you with the facts and figures of a business program from the side of customers, clients or stakeholders. While it's easy to gauge how well you think your business is performing, conducting a sentiment analysis helps you gain perspective as to how your performance looks from the outlook of a client. After all, your clients' opinions of your business are the most important for your bottom line. If a business is not performing to the standards that customers see as necessary to warrant using it, the business's services could be dropped.

Through understanding the needs of a client through a sentiment analysis, a business can identify gaps in service and areas of the company that can be more efficient moving forward for a better overall customer experience. For example, a help desk chat tool is a great resource for customers having trouble with a particular business offering. However, if this chat tool is not providing a robust service experience that answers all of a customer's questions, a sentiment analysis can identify where the tool needs the most help. Identifying these areas is crucial to providing the best possible customer experience.

Employ Digital Tools

There are all kinds of digital tools available for businesses looking to increase their efficiency. Task management software can improve your business's efficiency through the delegation of projects, creation of detailed plans, and increasing transparency among teams. With task management tools, an employee is able to see who in the company is working on what and how far along they are in the process. Under each task card, a project manager can customize the individual components needed to be checked off to warrant completion of that particular task. These detailed plans help business efficiency through making it clear-cut what needs to be done and in what timeframe.

Build Out Company Training and Resources

So many business inefficiencies are due to employees not being trained in a robust and complete manner. When employees are given an incomplete picture of how to perform their jobs to a certain standard of excellence, they will not know how to work efficiently. In building out company training and resources, on-boarding teams put thought into the most important elements of a job that new employees need to learn as well as how to relay that information clearly and concisely. Another key characteristic of good training resources is that they are easy to find and readily available when an employee is performing their day-to-day job.

Think about employing the use of a wiki or an online database that contains the information employees need to perform their job well, such as login information for digital tools, step-by-step guides for using different systems, and profiles of coworkers that highlight what each employee specializes in. When all of this information is accessible, employees can keep questions of others to a minimum and your whole team can work more efficiently.

Performing a sentiment analysis, employing the use of digital tools and building out company training and resources all contribute to increasing business program efficiency. Before making a move on one of them, consider which strategy can work best for your company and the individual personalities that work together on your team. What will make them click and work more efficiently? Then, create an action plan for efficient work and watch your business create an even more quality experience for customers and clients.

Publish Date: March 16, 2020 10:55 PM

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