Embrace Change in 2026: Make This Your Best Year Yet!

Why Process Improvement Matters

Two words: Process Improvement. Without it, businesses risk stagnation, inefficiency, and costly errors. With it, they become agile, effective, and better able to meet customer expectations.

Ready to start? Here are three principles to guide you:

#1: Be curious.

The first step to improvement is understanding what needs to change. The best way to do this? ASK!  Ask the people who know your processes best – your front-line team.

Here are some powerful questions to start with:

• What prevents you from helping customers as much as you’d like?
• What processes take too long?
• What repetitive tasks consume most of your time?
• What questions do customers ask repeatedly?
• If you could redesign a specific system, what would you add, change, or eliminate?

  Your team’s insights are gold. They reveal pain points and opportunities you might never see from the leadership seat.

#2: Be flexible.

Just because something worked in the past doesn’t mean it should stay that way.

As leaders, we often cling to processes we created. But growth requires humility and adaptability. For example, when I joined my current company, I built our training curriculum. It worked, but it was 100% instructor-led and time consuming to maintain.

If I had resisted change, we wouldn’t have the video-based, self-paced modules we use today…training that is more engaging and easier to manage. Letting go of “the way we’ve always done it” opened the door to something better.

#3: Be thorough.

Improvement isn’t just about ideas; it is also about execution. When implementing a new process:

• Test it with multiple stakeholders to catch issues early.
• Document it clearly so everyone knows what is changing.
• Train your team before rollout, and update onboarding materials for new hires.

Remember, process improvement is a journey, not a destination. Keep monitoring, gathering feedback, and refining as you go.

The Bottom Line

If you commit to being curious, flexible and thorough, you will set your contact center up for success in 2026….and beyond.