7 change management strategies for your contact center

Successful change projects depend on robust and visible sponsorship from leadership. Without this support, even well-managed projects can fail to meet expectations. Contact center managers need to avoid pitfalls such as having insufficient expertise on the project team, lacking a ramp-up plan, not having a back-out plan, inadequate training and testing, and lacking quality assurance tools or processes.

Actionable steps to initiate change:

1. Secure executive sponsorship: Ensure top executives are actively involved. Their endorsement and commitment can drive engagement and resource allocation.

2. Assemble a competent team: Select team members with the expertise and experience for the project.

3. Invest in training and testing: Develop comprehensive training programs for all staff and thoroughly test new systems before full implementation.

4. Implement quality assurance processes: Establish rigorous testing measures to monitor progress and address issues promptly.

5. Mitigate risks: Identify potential pitfalls early and develop strategies to address them.

Implementing new technologies and workforce models in contact centers can be challenging due to the complexities involved in training, aligning goals, and integrating changes with existing systems.

Actionable steps to overcome challenges:

1. Develop a detailed change management plan: Create a comprehensive plan that addresses training needs, communication strategies, and integration with broader organizational goals.

2. Manage change saturation: Pace changes and provide adequate support to avoid overwhelming your team. Prioritize and implement change in manageable phases.

3. Combat change fatigue: Keep employees engaged by clearly communicating the benefits of the change, providing ongoing support, and recognizing their efforts.

With a solid change management strategy, you can avoid missed opportunities, such as agents failing to use new tools effectively or customers not adopting new channels, leading to lower ROI.

Poorly managed changes can also result in additional costs for rework, retraining, delays, and reduced employee engagement, ultimately increasing brand risk and affecting customer satisfaction.

Successful transformations have important similarities. From years of research and real-world experience, we uncovered vital tactics that drive successful, transformational change:

• Setting clear, aspirational targets for change

• Creating a clear structure for how the change will take place

• Maintaining energy and involvement among stakeholders company-wide

• Exercising strong leadership

Like many tech companies, Khoros is no stranger to the necessity of change and transformation for continued growth and financial stability. We understand that before employees are even willing to consider altering their habits or behaviors, four essential conditions must be met:

• Clear communication

• Lead by example

• Engagement strategy

• Training and support

Infosys surveyed 1,000 global corporate leaders and found that microchanges are most effective for achieving lasting, long-term change. Breaking significant changes into smaller steps makes it easier for employees to adopt new behaviors.

Only rush into changes with proper planning. Commit to scope and resource planning. 58% of projects that integrated change management and project management met or exceeded their objectives, 17% greater than those that did not incorporate.

Project management and change management have similar goals, and when they’re integrated during a change, they offer a structure for achieving the desired outcomes of organizational change.

“The biggest risk to an organization is doing nothing and maintaining the status quo. It may feel safe in the moment, but the world will move forward regardless.”

— Wendy Mikkelsen, Senior Product Marketing Director - Digital Contact Center

Technological changes in your contact center extend beyond new tools; they redefine performance metrics and success criteria. So, you’ll need to understand how your new platform might impact your traditional analytics. Traditional call center metrics may differ from those a digital contact center achieves and finds most important.

• Impact on metrics: As your contact center evolves, so should your metrics. Traditional metrics like average handle time (AHT) and first-call resolution may no longer apply. Instead, focus on metrics that reflect the new goals, such as messaging interactions and customer satisfaction (CSAT). Agents shouldn’t be penalized for fewer calls if the new emphasis is on digital interactions.

• Redefining success: Reevaluate your key performance indicators (KPIs) to align with your digital-first strategy. While AHT might be a KPI in a traditional call center, it loses relevance in a digital contact center where call deflection and messaging are prioritized.

• Key metrics to monitor: Despite the shift, some customer service fundamentals will remain crucial and may even improve. Metrics like net promoter score (NPS) and CSAT will likely benefit from a digital approach, as faster and more efficient communication channels enhance overall customer experience.

It’s important to approach change with honesty and transparency. Every stakeholder — whether on the front lines or in the C-Suite — needs to understand what’s happening and how the changes will benefit them specifically.

Despite 83% of CEOs believing mid-level managers’ roles in change initiatives are clearly defined, only 32% of senior managers and directors agree. Moreover, while 58% of executives are seen as responsible for setting change strategies, only 26% actively involve affected employees in the design process. This data highlights the critical need to integrate team members' perspectives throughout the change process.

Engaging employees from the start enhances collaboration and strengthens strategies. Relying solely on subject matter experts can be problematic, as they may lack practical insight into the end-user experience. Involving end-users in design and testing ensures practical solutions and builds a supportive network for successful deployment and beyond.

To effectively lead organizational change, managers must first experience the change themselves. Involve them early in the design and testing phases to ensure they are well-prepared. Once they've adapted, they'll be in a stronger position to guide their teams.

Direct managers and supervisors are key to communicating the personal benefits and impacts of changes to their teams. While they provide essential details, senior leadership must share the broader vision. This dual approach ensures that all levels of your organization understand their role in driving lasting, positive change.

For a deeper dive into building a cohesive team from the front lines to the C-Suite, check out our blog, "Building powerful contact center change from the front lines to the C-suite" Discover strategies to align your organization and build effective, change-ready teams at every level.

The shift towards a hybrid working environment has fundamentally altered the contact center landscape, therefore, adapting managerial styles is essential. Managing feedback, monitoring progress, coaching, and generating reports becomes more complex with agents and team members working across different systems, networks, devices, and locations.

To navigate these challenges successfully, the employee experience should no longer be an afterthought but a central focus in driving effective change. Contact center leaders need to be attuned to their employees' emotional cues and performance shifts and analyze these through the lens of enhancing the work environment. An empathetic approach can lead to a more engaged and productive hybrid workforce. 

Technological solutions, like Khoros that provide real-time data, encourage communication and transparency, collect actionable insights, and automate workflows support these efforts. Such tools help streamline operations and enable agents to focus on more meaningful work, ultimately improving overall efficiency and satisfaction.

Leading through organizational change is always challenging, especially with the constant flux many businesses face today. To navigate these waters effectively, establish a guiding philosophy for change that keeps you above the fray and actively engages your team in problem-solving. Avoid getting lost in details or making unilateral decisions. Instead, focus on a well-coordinated sequence of changes, ensuring that dependent steps occur in the correct order.

Be aware of the cumulative impact of change on your employees and verify that every team is prepared for what’s coming. Communicate how the changes will benefit them personally and professionally. Remember, people often struggle to understand that others might not share their knowledge or opinions. Approach change honestly and transparently, ensuring every stakeholder is informed and aligned with the upcoming transformations.

To sustain change effectively, integrate it seamlessly into everyday business processes and roles. Aim for "new business as usual" by embedding change into your organization's routine operations.

According to a Prosci study, the key to lasting change includes starting early, creating a detailed plan, engaging stakeholders, and transferring ownership to leadership. Strong leadership support, progress measurement, and feedback-driven communication are essential for maintaining change.

Here’s how to ensure lasting change:

• Establish accountability: Assign someone to oversee the new processes, equip them with tracking tools, and ensure they follow up regularly.

• Eliminate old systems: Remove outdated tools or processes that encourage a return to previous practices.

• Empower managers: Ensure supervisors are committed and capable of leading the change.

• Anticipate resistance: Identify and address potential issues during planning to prepare for challenges.

• Focus on the customer: Enhance the customer experience by ensuring that changes align with their needs and preferences.

It’s essential to anticipate resistance while still in the planning stages and identify and solve the most likely sticking points so that when you encounter resistance, you’re prepared.

Finally, build your project with your customer in mind. Simply adding channels or switching platforms won’t necessarily improve the customer experience, and customers won’t necessarily embrace your change efforts.

We know you’ve probably tried tech changes before — probably more than once — and it can seem like there’s a new cure-all on the market every other week. While fads and trends come and go, sustainable change requires more than just the latest software. At Khoros, we offer a pragmatic approach to transforming your contact center, focusing on quality and long-term results rather than temporary solutions.

“There’s no easy button for change management — it requires hard work. The key is choosing the right partner to guide you through the process and achieve better outcomes.”

— Wendy Mikkelsen, Senior Product Marketing Director - Digital Contact Center

Implementing new software can yield immediate benefits, but those benefits will be fully realized and sustained with a robust change management strategy. Every second counts in the world of contact centers, and how well your people are equipped for the change will directly impact your ROI.

Our team at Khoros understands the intricacies of managing change firsthand. With our extensive experience in implementing Khoros Service across various industries, we’re well-equipped to guide you through every stage of your transformation.

Our customer service software allows brands to serve customers on their digital channel of choice with unmatched operational insight to boost satisfaction and reduce costs. When you unify multiple channels in a single solution, you empower your team with the ability to engage across all touchpoints, including but not limited to:

• Messaging apps like WhatsApp, Apple Messages for Business, and Line

• Social networks like Facebook, X, Instagram, LinkedIn and WeChat

• Review sites, like Google Play Store, iOS App Store, Yelp, and Trustpilot

• Brand-owned channels, like web chat, in-app, Email, SMS, and Voice

• Owned communities, forums, and knowledge bases

Let us help you build consensus, streamline processes, and achieve lasting success. Request a demo today to see how Khoros can elevate your contact center to new heights.