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From small bug fixes to sweeping software updates, technology can stay ahead of potential security threats and create more efficient workflows. While some people embrace change, others prefer to maintain the status quo. The same is true in your contact center.
A variety of factors, such as age, experience, culture or upbringing, can affect a person’s feelings on change. For those who view change as a challenge, moving from an on-premises system to a cloud-based contact center solution can be especially stressful. Large-scale changes like this often require agents to learn a new technology, adopt new processes, take on new roles and even adapt to shifts in culture.
All of this change can negatively affect the employee experience. A proper change management strategy enables companies to ease whatever tensions and push back that might accompany a major process or platform transition. As defined by global change management researchers, Prosci, change management is “the process, tools and techniques used to manage the people side of change to achieve a required business outcome.” These changes can range from new technologies, roles, culture changes, processes and more.
Change management can be especially useful when transitioning your contact center. Here are three ways that an effective change management strategy can improve your technology implementation.
Switching from an on-premises contact center solution to a cloud contact center is a major undertaking. And, while this change is challenging for some, change management can smooth the transition. Having the right processes and support in place before changes occur give your teams the support needed — and it’ll safeguard the success of your efforts.
Companies lean into change management every day to implement technology changes across their global, diverse organizations. See how Koch Global Services managed its contact center transition and learn more about change management in the on-demand webinar, “Managing change: From on-premises to cloud.”
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