Insight from the September 13, 2016 #ICMI

Topic: Leading Change in the Contact Center

Host: @NealTopf

Q1a: What does the "right" company culture meanto you?

ERICA MARIOS | @ERICAMAROIS

" G R E A T C O M P A N YC U L T U R E I S

I N T E N T I O N A L . P O S I T I V EC U L T U R E S D O N ’ T

H A P P E N B Y A C C I D E N T .S T R A T E G I Z E T O G E T H E RO N W H A T Y O U R R I G H T

C U T L U R E L O O K S L I K E . "

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DEBI MONGAN| @DEBIMONGAN

" I F I R M L Y B E L I E V E T H A TI N T E R N A L H A R M O N YW I L L O R G A N I C A L L Y

B E N E F I T T H EC U S T O M E R . "

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JULIE RODRIGUEZ|@JULIEMRODRIGUEZ

" T H E " R I G H T " C O M P A N YC U L T U R E E X I S T S W H E NT H E R E I S A M A T C H O F

T H E B A S I CF O U N D A T I O N A L

P H I L O S O P H I E S &E T H I C S B E T W E E N A N

O R G A N I Z A T I O N & I T SE M P L O Y E E S . "

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Q1b: What are some practicalways to drive culture change in

the contact center?

MWCCA| @MWCCA

" I T H I N K Y O U S T A R T B YD E F I N I N G W H A T Y O UW A N T / E X P E C T . P A R TW I T H P E O P L E T H A T

D O N ' T F I T , A N D H I R EP E O P L E T H A T D O . "

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JEFF TOISTER| @TOSITER

" H O W T O D R I V E C U L T U R EI N T H E C O N T A C T C E N T E R :

1 . D E F I N E T H E C U L T U R E2 . E A R N A G E N T B U Y - I N

3 . A L I G N * E V E R Y T H I N G *A R O U N D T H A T C U L T U R E . "

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NATE BROWN| @CUSTOMERISFIRST

" C R E A T E A C O M P E L L I N GM I S S I O N . C O M M U N I C A T ET H E M I S S I O N O V E R A N DO V E R . U N I T E P E O P L E T O

T H E M I S S I O N W I T HS T R O N G

R E L A T I O N S H I P S . "

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Q2: How do you communicateunpopular changes to the

team? What's the bestdelivery method?

SCOTT ONTIVEROZ|@SCOTTONTIVEROZ

" B E S T R A I G H T U P .B E A T I N G A R O U N D T H EB U S H O R L Y I N G W I L LD I M I N I S H A N Y T R U S T

Y O U ' V E B U I L T U P . "

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DEBI MONGAN| @DEBIMONGAN

" H I G H L I G H T R E A S O N I N GA N D B E N E F I T S . M O S T

I M P O R T A N T L Y , T A L K T OP E O P L E L I K E T H E Y A R E

P E O P L E . "

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ERICA MANCUSO| @ESMANCUSO

" W E T A L K A B O U T T H ET O U G H T O P I C S I N

P E R S O N A N D A L L O W T I M EF O R E M P L O Y E E S T O A S K

Q U E S T I O N S A T O U RD A I L Y M E E T I N G . "

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Q3: What's the best way totrain agents on new process

and technology?

EDUMAXIMIZER| @EDUMAXIMIZER

" T E C H N O L O G Y S H O U L DM E E T Y O U R C O M P A N Y ' S &A G E N T S ' U N I Q U E N E E D S .A L L O W A G E N T S T O F I R S T

H E L P I D E N T I F Y W H A TT H E Y N E E D O U T O F A

T O O L . "

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MWCCA| @MWCCA

" M A K E S U R E Y O U A R EV E T T I N G Y O U R C H A N G E S

A N D H A V E D A T A / F A C T SS U P P O R T I N G T H E M V S .

S T O R I E S / P E R C E P T I O N S ! "

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BADOU BOUSSO| @BADOUBOUSSO

" G E T Y O U R E M P L O Y E E SI N V O L V E D . T H E M O R E T H E Y

F E E L I N V O L V E D I N T H EP R O C E S S , T H E B E T T E R

T H E Y ' L L E M B R A C EC H A N G E . "

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Q4: How does your contactcenter identify

opportunities forimprovement? Who takesthe lead in implementing

change?

SCOTT ONTIVEROZ|@SCOTTONTIVEROZ

" A C T I V E L Y E N C O U R A G EF E E D B A C K ! E V E R Y O N E

H A S A R O L E I NI M P L E M E N T I N G

C H A N G E S . "

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DEBI MONGAN| @DEBIMONGAN

" E S T A B L I S H A " B R I D G ET E A M " M A D E U P O F O N E

P E R S O N F R O M E A C HD E P A R T M E N T . H A V E T H E M

M E E T M O N T H L Y T OD I S C U S S . I T H E L P S F O R

A L L T O S E E T H EC O N N E C T I O N . "

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JEFF TOISTER| @TOISTER

" W H E N I D E N T I F Y I N GO P P O R T U N I T I E S F O R

I M P R O V E M E N T :

1 . K N O W Y O U R T A R G E T2 . K N O W Y O U R A C T U A L

P E R F O R M A N C E3 . I D E N T I F Y T H E G A P . "

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ERICA MANCUSO | @ESMANCUSO

" L I S T E N T O S T A K E H O L D E R S .D E P E N D I N G O N T H ES I Z E / S C O P E O F T H E

I N I T I A T I V E , A T E A M M E M B E RM A Y W A N T T O L E A D T H E

C H A N G E . "

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Q5: What's the best way tocommunicate changes to

customers? Is that amarketing or contact center

function (or both)?

EDUCATION AT WORK |@EDUCATIONATWORK

" W H E N S H A R I N G N E W S O FC H A N G E , T H E M E S S A G E

M U S T B E C O N S I S T E N T , B U TA L S O D E L I V E R E D B Y T H O S E

W H O I N T E R A C T W I T H T H EA U D I E N C E S M O S T O F T E N . "

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NATE BROWN | @CUSTOMERISFIRST

" W H E N C O M M U N I C A T I N GA C H A N G E T O C U S T O M E R S ,

R E P E T I T I O N I S K E Y . H I T A L LM A J O R C H A N N E L S . S E L F -

S E R V I C E , E M A I L , V O I C E , A N DM A R K E T I N G C H A N N E L S . "

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Join the conversation next time!

Topic: Preparing for Customer Service Week

Day/Time: Tuesday, September 20 | 1pm ET

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