Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: Change Management

Change is a Constant; How You Adapt is the Differentiator

The Ancient Greek Philosopher Heraclitus tells us: “The only thing certain is change.” I went down a little rabbit hole reading about that quote and loved the drumbeat of how we all need to adapt to change, because it is coming at us all the time, whether we like it or not. And that is… Read More »

The Only Thing Certain is Change

Change seems to be reaching new heights. Additions, consolidation, and moves affects the number of sites. Companies add outsourcers, use existing outsourcers in new ways, or move outsourced activity in-house. Then there is the whole merger and acquisition scramble which can set everyone on edge, whether it is with the vendor that supplies the technology… Read More »

Contact Centers Need Change Management

Most companies manage projects by checking boxes on a project plan. They declare victory when the new system is in production, process changes are implemented, or the organization charts are redrawn. While it’s all fine and well to celebrate milestones, they ought to save the ticker tape parade for a time when their projects demonstrate… Read More »