Effective communication is critical for the success of any change initiatives, particularly for contact centers where employees are the frontline representatives During a CX Transformation of an organization. This article provides a strategic framework for communication
that can be used to help minimize disruption and ensure alignment of all team members throughout the change process in a contact center.
Key Challenges in Contact Center Change Communication
Contact Center Environment: The typical phone number list contact center environment can be fast paced with high employee turnover. A less-tenured staff, along with decentralized teams, could create an unintentional communication barrier within the organization and make
it difficult to maintain consistent messaging for all stakeholders.
Employee Emotional Needs: Contact center employees manage a large volume of inquiries and often engage customers during high-pressure a desire to deliver the perfect match interactions. Continual updates to policies, regulations and technology can lead to information overload for many team members.
These ever-changing circumstances could create a culture of uncertainty and result in employees fearing how these changes might affect their job security. Ultimately, this can cause resistance to change.
To help team members buy into changes, effective During a CX Transformation communication must not only share what’s happening — but why.
Framework for Effective Change Communication
1. Harness the Power of Relevant Communication Inputs
- The case for change and the documented impacts to affected stakeholder groups are powerful inputs that can form key messages not just for
- those stakeholders but also for the organization at large.
- Don’t make the mistake of planning belize lists change communications around what you want to convey. Instead, leverage the business case for change to help stakeholders and lines of business understand why the change is happening. Be sure to review the results from change readiness impact assessments to understand the excitement and pains each stakeholder group is experiencing with respect to your proposed changes. And use communications to speak directly to those topics.
- Be sure to leverage the business case for change to help stakeholders and lines of business understand why the change is happening.
2. Use Appropriate Communication Channels
- Recognize that stakeholder groups usually require different communication channels. Be sure to document and account for them in the communication plan.
- Give each channel a purpose, recognizing that change communications must provide space for two-way interactions. Stakeholders will During a CX Transformation need to know who to engage and how
- they can respond to communications with feedback and questions.
- Be proactive in soliciting stakeholder feedback. Surveys, road shows, open forums and office hours can be effective channels to gather feedback. Once feedback is submitted, have a plan to address it and share that plan with the organization.
- Consider establishing a dedicated change management portal where employees can access
- additional information, such as FAQs, training materials and updates on your change initiative.
