Proven Ways to Lead Change in the Contact Center
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Proven Ways to Lead Change in the Contact Center

Mary Shelley once said, "Nothing is so painful to the human mind as a great and sudden change.”  There's no question, change is challenging, but it's also inevitable.  In the contact center, changes are a part of everyday life, and sometimes that's a good thing.

Wish you knew how to better communicate changes to your team, make new technology decisions, or drive culture and morale improvements? Our #ICMIchat community grappled with all these issues this week and we've compiled some of the best advice. Click through the slides below to learn how leading customer service and contact center managers approach changes in a positive way. Have advice to add to the mix? Share your ideas in the comments below!

To learn more about leading change in the contact center, be sure to join us at Contact Center Demo & Conference., where Dustie Mercer will lead a session on inspiring change from the frontlines.



Topics: Strategy & Planning, People Management

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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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