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Insight from the September 13, 2016 #ICMI
Topic: Leading Change in the Contact Center
Host: @NealTopf
Q1a: What does the "right" company culture mean
to you?
ERICA MARIOS | @ERICAMAROIS
" G R E A T C O M P A N Y
C U L T U R E I S
I N T E N T I O N A L . P O S I T I V E
C U L T U ...
DEBI MONGAN| @DEBIMONGAN
" I F I R M L Y B E L I E V E T H A T
I N T E R N A L H A R M O N Y
W I L L O R G A N I C A L L Y...
JULIE RODRIGUEZ|
@JULIEMRODRIGUEZ
" T H E " R I G H T " C O M P A N Y
C U L T U R E E X I S T S W H E N
T H E R E I S A M ...
Q1b: What are some practical
ways to drive culture change in
the contact center?
MWCCA| @MWCCA
" I T H I N K Y O U S T A R T B Y
D E F I N I N G W H A T Y O U
W A N T / E X P E C T . P A R T
W I T H P E ...
JEFF TOISTER| @TOSITER
" H O W T O D R I V E C U L T U R E
I N T H E C O N T A C T C E N T E R :
1 . D E F I N E T H E C U...
NATE BROWN| @CUSTOMERISFIRST
" C R E A T E A C O M P E L L I N G
M I S S I O N . C O M M U N I C A T E
T H E M I S S I O N...
Q2: How do you communicate
unpopular changes to the
team? What's the best
delivery method?
SCOTT ONTIVEROZ|
@SCOTTONTIVEROZ
" B E S T R A I G H T U P .
B E A T I N G A R O U N D T H E
B U S H O R L Y I N G W I L L...
DEBI MONGAN| @DEBIMONGAN
" H I G H L I G H T R E A S O N I N G
A N D B E N E F I T S . M O S T
I M P O R T A N T L Y , T A...
ERICA MANCUSO| @ESMANCUSO
" W E T A L K A B O U T T H E
T O U G H T O P I C S I N
P E R S O N A N D A L L O W T I M E
F O ...
Q3: What's the best way to
train agents on new process
and technology?
EDUMAXIMIZER| @EDUMAXIMIZER
" T E C H N O L O G Y S H O U L D
M E E T Y O U R C O M P A N Y ' S &
A G E N T S ' U N I Q U ...
MWCCA| @MWCCA
" M A K E S U R E Y O U A R E
V E T T I N G Y O U R C H A N G E S
A N D H A V E D A T A / F A C T S
S U P P ...
BADOU BOUSSO| @BADOUBOUSSO
" G E T Y O U R E M P L O Y E E S
I N V O L V E D . T H E M O R E T H E Y
F E E L I N V O L V E...
Q4: How does your contact
center identify
opportunities for
improvement? Who takes
the lead in implementing
change?
SCOTT ONTIVEROZ|
@SCOTTONTIVEROZ
" A C T I V E L Y E N C O U R A G E
F E E D B A C K ! E V E R Y O N E
H A S A R O L E I N...
DEBI MONGAN| @DEBIMONGAN
" E S T A B L I S H A " B R I D G E
T E A M " M A D E U P O F O N E
P E R S O N F R O M E A C H
D...
JEFF TOISTER| @TOISTER
" W H E N I D E N T I F Y I N G
O P P O R T U N I T I E S F O R
I M P R O V E M E N T :
1 . K N O W...
ERICA MANCUSO | @ESMANCUSO
" L I S T E N T O S T A K E H O L D E R S .
D E P E N D I N G O N T H E
S I Z E / S C O P E O F...
Q5: What's the best way to
communicate changes to
customers? Is that a
marketing or contact center
function (or both)?
EDUCATION AT WORK |
@EDUCATIONATWORK
" W H E N S H A R I N G N E W S O F
C H A N G E , T H E M E S S A G E
M U S T B E C O...
NATE BROWN | @CUSTOMERISFIRST
" W H E N C O M M U N I C A T I N G
A C H A N G E T O C U S T O M E R S ,
R E P E T I T I O ...
Join the conversation next time!
Topic: Preparing for Customer Service Week
Day/Time: Tuesday, September 20 | 1pm ET
#ICMI...
Secrets to Leading Change in the Contact Center
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Secrets to Leading Change in the Contact Center

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Change is never easy, but the delivering the news of a change to employees and customers can be especially tricky. How do some of today's leading customer service experts lead change in their contact center and company? Click through this presentation for more than 15 practical tips.

Published in: Leadership & Management
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Secrets to Leading Change in the Contact Center

  1. 1. Insight from the September 13, 2016 #ICMI Topic: Leading Change in the Contact Center Host: @NealTopf
  2. 2. Q1a: What does the "right" company culture mean to you?
  3. 3. ERICA MARIOS | @ERICAMAROIS " G R E A T C O M P A N Y C U L T U R E I S I N T E N T I O N A L . P O S I T I V E C U L T U R E S D O N ’ T H A P P E N B Y A C C I D E N T . S T R A T E G I Z E T O G E T H E R O N W H A T Y O U R R I G H T C U T L U R E L O O K S L I K E . " #ICMIchat
  4. 4. DEBI MONGAN| @DEBIMONGAN " I F I R M L Y B E L I E V E T H A T I N T E R N A L H A R M O N Y W I L L O R G A N I C A L L Y B E N E F I T T H E C U S T O M E R . " #ICMIchat
  5. 5. JULIE RODRIGUEZ| @JULIEMRODRIGUEZ " T H E " R I G H T " C O M P A N Y C U L T U R E E X I S T S W H E N T H E R E I S A M A T C H O F T H E B A S I C F O U N D A T I O N A L P H I L O S O P H I E S & E T H I C S B E T W E E N A N O R G A N I Z A T I O N & I T S E M P L O Y E E S . " #ICMIchat
  6. 6. Q1b: What are some practical ways to drive culture change in the contact center?
  7. 7. MWCCA| @MWCCA " I T H I N K Y O U S T A R T B Y D E F I N I N G W H A T Y O U W A N T / E X P E C T . P A R T W I T H P E O P L E T H A T D O N ' T F I T , A N D H I R E P E O P L E T H A T D O . " #ICMIchat
  8. 8. JEFF TOISTER| @TOSITER " H O W T O D R I V E C U L T U R E I N T H E C O N T A C T C E N T E R : 1 . D E F I N E T H E C U L T U R E 2 . E A R N A G E N T B U Y - I N 3 . A L I G N * E V E R Y T H I N G * A R O U N D T H A T C U L T U R E . " #ICMIchat
  9. 9. NATE BROWN| @CUSTOMERISFIRST " C R E A T E A C O M P E L L I N G M I S S I O N . C O M M U N I C A T E T H E M I S S I O N O V E R A N D O V E R . U N I T E P E O P L E T O T H E M I S S I O N W I T H S T R O N G R E L A T I O N S H I P S . " #ICMIchat
  10. 10. Q2: How do you communicate unpopular changes to the team? What's the best delivery method?
  11. 11. SCOTT ONTIVEROZ| @SCOTTONTIVEROZ " B E S T R A I G H T U P . B E A T I N G A R O U N D T H E B U S H O R L Y I N G W I L L D I M I N I S H A N Y T R U S T Y O U ' V E B U I L T U P . " #ICMIchat
  12. 12. DEBI MONGAN| @DEBIMONGAN " H I G H L I G H T R E A S O N I N G A N D B E N E F I T S . M O S T I M P O R T A N T L Y , T A L K T O P E O P L E L I K E T H E Y A R E P E O P L E . " #ICMIchat
  13. 13. ERICA MANCUSO| @ESMANCUSO " W E T A L K A B O U T T H E T O U G H T O P I C S I N P E R S O N A N D A L L O W T I M E F O R E M P L O Y E E S T O A S K Q U E S T I O N S A T O U R D A I L Y M E E T I N G . " #ICMIchat
  14. 14. Q3: What's the best way to train agents on new process and technology?
  15. 15. EDUMAXIMIZER| @EDUMAXIMIZER " T E C H N O L O G Y S H O U L D M E E T Y O U R C O M P A N Y ' S & A G E N T S ' U N I Q U E N E E D S . A L L O W A G E N T S T O F I R S T H E L P I D E N T I F Y W H A T T H E Y N E E D O U T O F A T O O L . " #ICMIchat
  16. 16. MWCCA| @MWCCA " M A K E S U R E Y O U A R E V E T T I N G Y O U R C H A N G E S A N D H A V E D A T A / F A C T S S U P P O R T I N G T H E M V S . S T O R I E S / P E R C E P T I O N S ! " #ICMIchat
  17. 17. BADOU BOUSSO| @BADOUBOUSSO " G E T Y O U R E M P L O Y E E S I N V O L V E D . T H E M O R E T H E Y F E E L I N V O L V E D I N T H E P R O C E S S , T H E B E T T E R T H E Y ' L L E M B R A C E C H A N G E . " #ICMIchat
  18. 18. Q4: How does your contact center identify opportunities for improvement? Who takes the lead in implementing change?
  19. 19. SCOTT ONTIVEROZ| @SCOTTONTIVEROZ " A C T I V E L Y E N C O U R A G E F E E D B A C K ! E V E R Y O N E H A S A R O L E I N I M P L E M E N T I N G C H A N G E S . " #ICMIchat
  20. 20. DEBI MONGAN| @DEBIMONGAN " E S T A B L I S H A " B R I D G E T E A M " M A D E U P O F O N E P E R S O N F R O M E A C H D E P A R T M E N T . H A V E T H E M M E E T M O N T H L Y T O D I S C U S S . I T H E L P S F O R A L L T O S E E T H E C O N N E C T I O N . " #ICMIchat
  21. 21. JEFF TOISTER| @TOISTER " W H E N I D E N T I F Y I N G O P P O R T U N I T I E S F O R I M P R O V E M E N T : 1 . K N O W Y O U R T A R G E T 2 . K N O W Y O U R A C T U A L P E R F O R M A N C E 3 . I D E N T I F Y T H E G A P . " #ICMIchat
  22. 22. ERICA MANCUSO | @ESMANCUSO " L I S T E N T O S T A K E H O L D E R S . D E P E N D I N G O N T H E S I Z E / S C O P E O F T H E I N I T I A T I V E , A T E A M M E M B E R M A Y W A N T T O L E A D T H E C H A N G E . " #ICMIchat
  23. 23. Q5: What's the best way to communicate changes to customers? Is that a marketing or contact center function (or both)?
  24. 24. EDUCATION AT WORK | @EDUCATIONATWORK " W H E N S H A R I N G N E W S O F C H A N G E , T H E M E S S A G E M U S T B E C O N S I S T E N T , B U T A L S O D E L I V E R E D B Y T H O S E W H O I N T E R A C T W I T H T H E A U D I E N C E S M O S T O F T E N . " #ICMIchat
  25. 25. NATE BROWN | @CUSTOMERISFIRST " W H E N C O M M U N I C A T I N G A C H A N G E T O C U S T O M E R S , R E P E T I T I O N I S K E Y . H I T A L L M A J O R C H A N N E L S . S E L F - S E R V I C E , E M A I L , V O I C E , A N D M A R K E T I N G C H A N N E L S . " #ICMIchat
  26. 26. Join the conversation next time! Topic: Preparing for Customer Service Week Day/Time: Tuesday, September 20 | 1pm ET #ICMIchat

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