Change management is a collective term for all the steps taken in order to achieve a previously established goal.

It includes methods that redirect or redefine the structure, processes, and culture of companies. In order for these methods to be effective, change must take place in the following order:

Call centers experience changes on a constant basis to keep pace with current market conditions, new technologies, customer demands, and competitors.

Renew or die

Workforces in call centers that plan to introduce some changes are very likely to deal with different emotions.

Some employees may see change as an exciting opportunity, while others may consider it a threat.

Any change can impact the operation of agents, the workflow of in-house departments, and the general organization of companies.

Call centers capable of managing change effectively ensure a smooth and successful transition for their talent network.

Change Process

It is important that all the parties involved in this process understand factors like:

In addition to this, it is essential to consider Lewin’s three-stage model, which identifies how humans perceive and embrace change.

Change management in call centers poses three questions:

Identify what needs to be changed, ranging from software and telephony to business strategies (based on your call center’s industry).

Use your expertise and all the mechanisms that have helped your call center to be productive and improve day by day.

Once you’ve detected what must be changed, search for software and telephony tailored to your needs and requirements.

Map out strategies aligned with your new objectives.

Key Factors in Successful Change Management

The table below describes some factors that are crucial to change management in the three main call center sectors. 

Now that you’re determined to transform your call center, have a look at CenterWare.

This software developed by Nuxiba is designed with the purpose of streamlining the operation of call centers.    

Its user-friendly interface and set of functionalities will bring multiple benefits to your business.

Built-in Functionalities

These are just some of the tools featured in CenterWare.

One of the main advantages we offer is free training and certification courses.

Your agents will get all the resources they need to adapt to change faster.

Nuxiba believes in you and your business. That’s why we want to witness all your achievements.

Let’s work together to provide your workforce and customers with the best experience.

get your free consultation

Schedule an expert consultation

Leave a Reply

Your email address will not be published. Required fields are marked *