Tag: change management

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a...

I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly...

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....

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...

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...

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...

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...

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...

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...

Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership...

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...

I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in...

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.”...

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...

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...

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,...

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...