Change is never easy, but the delivering the news of a change to employees and customers can be especially tricky. How do some of today's leading customer service experts lead change in their contact center and company? Click through this presentation for more than 15 practical tips.

2. Insight from the September 13, 2016 #ICMI
Topic: Leading Change in the Contact Center
Host: @NealTopf

3. Q1a: What does the "right" company culture mean
to you?

4. ERICA MARIOS | @ERICAMAROIS
" G R E A T C O M P A N Y
C 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 E
C 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 R
O 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 . "
#ICMIchat

5. DEBI MONGAN| @DEBIMONGAN
" I F I R M L Y B E L I E V E T H A T
I N T E R N A L H A R M O N Y
W I L L O R G A N I C A L L Y
B E N E F I T T H E
C U S T O M E R . "
#ICMIchat

6. JULIE RODRIGUEZ|
@JULIEMRODRIGUEZ
" T H E " R I G H T " C O M P A N Y
C U L T U R E E X I S T S W H E N
T H E R E I S A M A T C H O F
T H E B A S I C
F 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 S
E M P L O Y E E S . "
#ICMIchat

7. Q1b: What are some practical
ways to drive culture change in
the contact center?

8. MWCCA| @MWCCA
" I T H I N K Y O U S T A R T B Y
D E F I N I N G W H A T Y O U
W A N T / E X P E C T . P A R T
W 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 E
P E O P L E T H A T D O . "
#ICMIchat

9. JEFF TOISTER| @TOSITER
" H O W T O D R I V E C U L T U R E
I 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 E
2 . 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 . "
#ICMIchat

10. NATE BROWN| @CUSTOMERISFIRST
" C R E A T E A C O M P E L L I N G
M I S S I O N . C O M M U N I C A T E
T H E M I S S I O N O V E R A N D
O 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 H
S T R O N G
R E L A T I O N S H I P S . "
#ICMIchat

11. Q2: How do you communicate
unpopular changes to the
team? What's the best
delivery method?

12. 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 E
B U S H O R L Y I N G W I L L
D 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 . "
#ICMIchat

13. DEBI MONGAN| @DEBIMONGAN
" H I G H L I G H T R E A S O N I N G
A 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 O
P E O P L E L I K E T H E Y A R E
P E O P L E . "
#ICMIchat

14. ERICA MANCUSO| @ESMANCUSO
" W E T A L K A B O U T T H E
T 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 E
F 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 R
D A I L Y M E E T I N G . "
#ICMIchat

15. Q3: What's the best way to
train agents on new process
and technology?

16. EDUMAXIMIZER| @EDUMAXIMIZER
" T E C H N O L O G Y S H O U L D
M 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 T
T H E Y N E E D O U T O F A
T O O L . "
#ICMIchat

17. MWCCA| @MWCCA
" M A K E S U R E Y O U A R E
V 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 S
S 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 ! "
#ICMIchat

18. BADOU BOUSSO| @BADOUBOUSSO
" G E T Y O U R E M P L O Y E E S
I 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 E
P 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 E
C H A N G E . "
#ICMIchat

19. Q4: How does your contact
center identify
opportunities for
improvement? Who takes
the lead in implementing
change?

20. SCOTT ONTIVEROZ|
@SCOTTONTIVEROZ
" A C T I V E L Y E N C O U R A G E
F E E D B A C K ! E V E R Y O N E
H A S A R O L E I N
I M P L E M E N T I N G
C H A N G E S . "
#ICMIchat

21. DEBI MONGAN| @DEBIMONGAN
" E S T A B L I S H A " B R I D G E
T 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 H
D 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 O
D 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 E
C O N N E C T I O N . "
#ICMIchat

22. JEFF TOISTER| @TOISTER
" W H E N I D E N T I F Y I N G
O 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 T
2 . K N O W Y O U R A C T U A L
P E R F O R M A N C E
3 . I D E N T I F Y T H E G A P . "
#ICMIchat

23. 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 E
S 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 R
M A Y W A N T T O L E A D T H E
C H A N G E . "
#ICMIchat

24. Q5: What's the best way to
communicate changes to
customers? Is that a
marketing or contact center
function (or both)?

25. EDUCATION AT WORK |
@EDUCATIONATWORK
" W H E N S H A R I N G N E W S O F
C 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 T
A 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 E
A U D I E N C E S M O S T O F T E N . "
#ICMIchat

26. NATE BROWN | @CUSTOMERISFIRST
" W H E N C O M M U N I C A T I N G
A 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 L
M 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 D
M A R K E T I N G C H A N N E L S . "
#ICMIchat

27. Join the conversation next time!
Topic: Preparing for Customer Service Week
Day/Time: Tuesday, September 20 | 1pm ET
#ICMIchat