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Why It Matters
Doesn't every contact automation company do that?
Afraid not. Most Professional Services arrangements are not structured to encourage continuous improvement in the operation of voice portals or other contact center systems. Once they develop and implement your application, most Professional Services teams revert to an hourly billing arrangement, and move on to the next customer and the next installation. So your applications typically operate with little or no attention to continuous improvement. While someone may be monitoring the telephony and the data, under most traditional agreements, there is no real incentive for the development and delivery teams to find and execute improvements on a continuous basis. Over time, this lack of incentive leads to waste, inefficiency and frustrated end users.
We introduced our Continuous Improvement Practice because it was time to shake things up in the contact automation industry. Our customers are happy we did!
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