Tag: change management
Are You Ready, Willing and Able for Digital Access?
Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue...
Clear Path to Healthcare Access… Four Pillars of Readiness
Access initiatives are taking place in a very high percentage of emerging healthcare “systems.” I don’t know about your neighborhood but where I roam...
Top 5 Posts in August
The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...
Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support
It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think...
Lost in the Labyrinth: Visionary or Radical?
Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by...
Top 5 Posts in March
As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the...
Top 5 Posts in February
Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership...
Now What? The Impact of Chaos on Contact Center Operations
We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen...
What Parenting and Leadership Have in Common
I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in...
Complacency: Danger in the Comfort Zone
I happen to believe there is danger in the comfort zone… and that danger is complacency! In my dictionary, “complacency” is defined simply as “self-satisfaction.”...
Creating a Successful Culture Is a Journey
There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term...
Inside View: Carbonite
Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their...
Change Management: Common Mistakes That Kill Initiatives Midstream
Contact center leaders with the ability to embrace change and align functions across the enterprise play a key role in driving customer-centric change. But,...
Quick Tip: Give Agents a Voice in Customer Initiatives
Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer...
The Three Ms of Implementation
Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...
