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Leading Change in the Contact Center Messages in this topic - RSS

Posts: 99

Posts: 99
Neal Topf is back in the hosting seat as our guest host for today's #ICMIchat. He'll lead a conversation on leading change in the contact center.

These are the questions we'll cover during our chat:

Q1a: What does the “right” company culture mean to you?
Q1b: What are some practical ways to drive culture change in the contact center?
Q2: How do you communicate unpopular changes to the team? (Ex: personnel changes, new processes) What’s the best delivery method?
Q3: Old habits die hard. What’s the best way to train agents on new processes and technology?
Q4: How does your contact center identify opportunities for improvement? Who takes the lead on implementing change?
Q5: What’s the best way to communicate changes to customers? Is that a marketing or #cctr function (or both)?
Q6: What’s one positive change your team has enacted in the last year?

Hope to see you at 1pm ET! Please invite a friend or coworker :)

Chat soon,

Erica Strother Marois
Community Strategist, ICMI
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