{"id":329434,"date":"2020-07-22T17:05:30","date_gmt":"2020-07-23T00:05:30","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=329434"},"modified":"2020-07-26T18:49:06","modified_gmt":"2020-07-27T01:49:06","slug":"3-ways-a-change-management-strategy-improves-results","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/3-ways-a-change-management-strategy-improves-results","title":{"rendered":"3 Ways a Change Management Strategy Improves Results"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]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 centre.<\/p>\n

A variety of factors, such as age, experience, culture or upbringing, can affect a person\u2019s feelings on change. For those who view change as a challenge, moving from an on-premises system to a cloud-based contact centre solution<\/a> 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.<\/p>\n

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<\/a>, change management is \u201cthe process, tools and techniques used to manage the people side of change to achieve a required business outcome.\u201d These changes can range from new technologies, roles, culture changes, processes and more.<\/p>\n

Change management can be especially useful when transitioning your contact centre. Here are three ways that an effective change management strategy can improve your technology implementation.<\/p>\n

    \n
  1. Faster implementation rates<\/strong>
    \nTransitioning from one technology to another takes an enormous amount of time and effort. A contact centre migration project, in particular, can involve nearly every area of your business. If your team doesn\u2019t fully understand the benefit of said technology, it\u2019s only natural they might be hesitant to use it. Your change management strategy should include clear communication regarding what advantages and benefits the end-user will experience with the new technology. This could include real-time customer insights, faster call resolution times or even streamlined processes. By ensuring team members understand the value of the technology on an individual and company-wide scale, your implementation will run smoother and faster.<\/li>\n
  2. Higher adoption rates<\/strong>
    \nA new platform or software is     only successful if it\u2019s actually used<\/a>. A strong change management strategy creates a network of internal advocates that understand the technology\u2019s purpose \u2014 and who believe in its ability to improve their employee experience. Once active on the technology, these advocates will see its real-life impact and be able to share their firsthand experiences with their peers. Create programs that encourage advocates to promote new technologies. This could include sharing success stories internally, involving them in new hire training processes and setting up a recognition program to reward their hard work. These interactions can drive adoption rates among more sceptical employees, creating higher overall adoption rates over time.<\/li>\n
  3. Quicker results<\/strong>
    \nNo matter how user-friendly a technology is, learning a new system is a difficult task for some. Your change management strategy should give your team the support they need. Develop a complete employee enablement program, including documented training, processes and standards. By providing the right information to your team before the launch, you\u2019ll quickly see the results of your investments and efforts.<\/li>\n<\/ol>\n

    Switching from an on-premises contact centre solution to a cloud contact centre<\/a> 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 to give your teams the support needed \u2014 and it\u2019ll safeguard the success of your efforts.<\/p>\n

    Companies lean into change management every day to implement technology changes across their global, diverse organisations. See how Koch Global Services managed its contact centre transition and learn more about change management in the on-demand webinar, \u201cManaging change: From on-premises to cloud<\/em><\/a>.\u201d[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

    [vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]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 centre. A variety of factors, such as age, experience, culture or upbringing, can affect […]<\/p>\n","protected":false},"author":738,"featured_media":329448,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[13117],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-329434","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-cloud-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/329434","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/738"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/329434\/revisions"}],"predecessor-version":[{"id":329437,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/329434\/revisions\/329437"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/329448"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=329434"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=329434"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=329434"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=329434"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=329434"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=329434"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=329434"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=329434"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=329434"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=329434"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=329434"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=329434"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=329434"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}