Optimize Contact Center Project Management with Change Management
By Lori Fraser, Senior Consulatant
National Association of Call Centers | Volume 9, Issue 10, December 10, 2014
We’ve all heard the clichés about change. “The train is leaving the station. Get on board or be left behind.” The message is to accept change “because I said so.” Yet today’s employees expect more from their leadership. They want to be enrolled in the change process.
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