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BizReport : Advertising archives : December 02, 2016

Expert: Tips for a more productive 2017

Time and time again, there's one critical component that hampers productivity and efficiency: We' re wired to work within the confines of organizational silos. What are some of the specific pitfalls that inefficient or siloed business processes can cause?

by Kristina Knight

System Integration Challenges

"With greater automation, there are more systems and solutions in place than ever before. Each of requires a set of processes to enable their successful use. For instance, in a contact center, there is heavy reliance on CRM, inventory management and order tracking solutions. Agents require integrated processes to be able to effectively use all of these systems concurrently to deliver an optimal customer experience. Without a standardized solution to access processes, they are forced to continuously shift between disparate sources of information, resulting in productivity issues and even greater employee churn," said Nick Candito, Co-Founder & Chief Executive Officer, Progressly.

Siloed Departments

"Departmental lines are increasingly blurred. Contact centers are closely tied with marketing, sales, shipping and even product development. Human resources, legal, IT and communications teams must be aligned to effectively manage workforce issues, compliance obligations and other company-wide responsibilities. With this higher level of inter-department engagement, tools today limit productivity at the departmental level and cause a big source of frustration," said Candito.

A Lack of Insights

"Even when companies have the right business intelligence information available to them, it may be inaccessible or erroneously reported due to lack of real-time data provided to those involved in a process or monitoring status. . Leaders who don't have the most relevant insights at their fingertips are less likely to make smart choices. If a leader or sponsor doesn't know exactly how you're progressing (for example, where did the conversation leave off on a potential blocker, how many actions were completed, whether the timeline is being adhered to, or whether a project is in the red or the black), it's difficult to competently decide if efforts need to be redirected or canceled, or if one initiative needs to be prioritized over another," said Candito."Processes that digitally connect suppliers, customers, and assets are creating unique efficiencies and customer value not before possible. From connecting machines on the shop floor to connecting data from different asset vendors, operating in the new digital economy means using information to inspire new methods of operation that help close the gap between a company and its customer."

Tags: business productivity, Progressly, small business, small business tips

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