シリーズ: コンタクト センターの有効化

事前に予測し、変更を管理


Change management is the process, tools, and techniques to manage the people side of change to achieve a specific business outcome. Your project management process ensures that PureCloud configuration supports contact handling and other contact center priorities. But your change management process ensures that you retain prepared, motivated, and confident employees who embrace the changes that come with new technology adoption. 

変更管理では、することができます。

  • Identify the nature and scope of the changes — technology, workflow, work environment, job requirements, and customers — that accompanies the new technology.
  • Identify the impacts of these changes. For example, if you’re implementing a new contact channel, are your current agents skilled and motivated to handle these interactions successfully? If they are not, how do you plan to address any gaps?
  • トレーニングとサポートし、ビジネスに影響を与える変更を移動する従業員。
  • 魅力的なビジネス ケースが変更とそれは未来へのビジョンをサポートする方法を通信します。
  • Identify channels that monitor adoption of changes and address gaps.

指導者は、提案された変更のための支持者として全体のプロジェクト チームは変更管理に重要な役割を果たしています。 このチームは、何が変化している理由と組織全体にわたってすべての従業員や顧客のそれには何を理解しているが不可欠です。

質問

あなたのチームに次の質問を説明します。

  • Who on the project team oversees the change management effort? Is this person tasked with communicating changes across the organization and crafting a compelling, persuasive pitch for the change that is coming?
  • 大きい変更の努力の PureCloud 部分にトランジションですか。 このプロジェクトはどのように大きな画像と合うのか。
  • What are the impacts to internal and external customers and business partners as the result of the proposed changes? What are the impacts to your customers? Will customers perceive these impacts as positive or negative? How will this impact how to communicate the changes?
  • Change management is collaborative. Have you discussed how changes impact team members across the organization and how best to position the changes? Have you discussed how to ensure that users are on-board and confident that they can adjust their work processes to support the changes? Make sure that you have representation from each contact center and contact center support team to help identify how to best support employees through processes and workflows.

アクション

進む前に、次の操作を実行します。

準備 割り当てられました。 完全な日付
変更管理の方法論を定義します。 モデルを選択して、単純または複雑なようにサポートし、企業の文化に合ったものにあなたのチームを resourced しました。
Define a communication plan to share information about upcoming changes and solicit input. Make sure that the plan includes routine updates using your organization’s standard communication methods. Ensure that updates include information about proposed changes, the reason and benefits, and how to roll out the changes. Establish training and support avenues and where to go with suggestions or questions.
Determine a method for gathering feedback about how to communicate changes are communicated, trained, and rolled out, and incorporated into work. Use your change management process to learn more about your organization’s culture, your employees, and how they best adapt successfully to change. Adjust the plan as necessary.