Home Tags Change management

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 Customer Service through the Contact Center

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...
Contact Center Pipeline Top 5 Blog Posts

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

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: Contact Center Visionary or Radical?

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...
Contact Center Pipeline Top 5 Blog Posts

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...
Contact Center Pipeline Top 5 Blog Posts

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...
The Impact of Chaos on Contact Center Operations

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...
Contact Center Leadership Traits

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 in the Contact Center Danger Zone

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 Contact Center Culture is a Journey

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...
Call-Center-Inside-View-Feature

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...
Make a long story short

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,...
A common cause of customer service new-hire turnover in contact centers

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...
multitasking-and-long-term-planning

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...