You must sharpen the self-service saw to provide better service

“I don’t have time to sharpen the saw.  I’m too busy sawing!”  This line from Stephen Covey’s book “The 7 Habits of Highly Effective People” highlighted the importance of continually preserving and enhancing our assets.  While Covey was focused on personal assets (i.e. skills, knowledge, etc.), the concept of sharpening the saw applies to the technology we use as well.  Often, when analyzing call center environments for our clients, we find that the business leaders are so busy delivering quality services at a competitive price that they don’t have time to focus on the efficiency and productivity of their automation tools.  Outsourcing the voice portal service to companies, like Contact Solutions, allows companies to focus their attention on their core business while we continuously monitor and make improvements to the contact automation solutions.  On average, each of the applications we provide for our clients has an average of 6 releases applied to it each year.  These changes translate to 10’s of millions of dollars of measurable savings for our clients each month.