Cultivate trust and allies
Cloud will enable business growth, help agents become more effective and improve customer experience. But that doesn't mean everyone in your organization understands the value.
Managing change is a process
When building organizational consensus, the status quo is often the favored position. It’s up to your sponsor to overcome this. The resistance isn't surprising. Moving to the cloud breaks down silos of information developed over years. It can alter completed agent training and processes. And it changes internal reviews on security and how data flows — even how you collect data.
Which group leads this effort depends on your culture. Determine who is part of the process or just consulted, whether your company prefers to lead or follow the latest technology trend, and your pace of change. For example, do you tend to be led by IT or business, strict or inclusive in technology acquisition processes, and responsive or leading change?
Listen and respond to specific concerns and you’ll build trust and allies. These allies will be more receptive to important points, such as the risks of not changing.
When Coca-Cola Business Services migrated to the cloud, it established a robust change management plan. The company engaged agents from all groups and formed a cross-functional committee to review communications, ask questions and offer insights from a frontline perspective.
- from the Genesys “Practical Guide to managing change in your contact center”
Take a phased approach to building consensus
1. Prepare for change
Do your prep work. This includes assessing your readiness and identifying and anticipating where you’ll meet resistance. With this knowledge, you can plan for how to address resistance before you begin.
2. Manage change
The plans you implement during this phase should explain the steps you’ll take — including communications and training — to support all those the project impacts.
3. Reinforce change
Positive reinforcement facilitates long-term adoption of new behaviors, processes and systems. It’s also prime time for your executive sponsor to step up and model the new way of working and thinking.
Gaining support can be easier than you think
Establish your organization’s top business and operational priorities.
Determine timing based on budget cycles, seasonal business spikes or impending events.
Explain why customer experience transformation is essential to continued business success.
Identify key stakeholders, including new lines of business, and understand their needs.
Identify the best deployment model and outline feature and capability requirements.