A Strategic Approach to Leading Change in the Contact Center
This document discusses strategies for implementing change management within contact centers, emphasizing the role of leadership from a customer service perspective.
WOW-24-7
Contact Centers
What’s Inside [0:56] Introduction to Tracey Djordjevic [25:53] Full Podcast Episode [2:28] Episode Highlights [4:10] Stopping Survival Mode With Proactive Planning And Clear Focus [5:47] Redesigning KPIs To Elevate Insights And ROI [2:06] Inside Sales Fills Gaps And Lifts Revenue [5:01] Aligning Every Department To Improve Outcomes [2:13] Advocate Relentlessly For Your Team [1:22] Radical Honesty Builds Better Decisions [1:17] Keeping Priorities Front Of Mind Daily Through Planning [0:58] Short – Stopping Survival Mode With Proactive Planning And Clear Focus [0:59] Short - Redesigning KPIs To Elevate Insights And ROI
Full Episode “You need to make sure you are gathering customer insights, followed by building your customer personas, building out the voice of the customer, doing your customer journey mapping, and tying all that into your strategic planning. Customer centricity should be a key element of your strategic planning as an organization, and you need your other strategic objectives to tie into that from the bottom up and be pushed from the top down. - TRACEY DJORDJEVIC
(2:28) Episode Highlights
(4:10 Video) Stopping Survival Mode With Proactive Planning And Clear Focus “There are people in the organization wearing multiple hats, and they are in survival mode. They are just trying to get through the day, and there is no time for planning or being strategic. So, it is really about finding ways to work within those constraints to allow time to plan. It is the proactive planning that is going to set you up with the ability to execute. If you are not doing that, it can be detrimental to companies.” - TRACEY DJORDJEVIC
(5:47 Video) Redesigning KPIs To Elevate Insights And ROI “We have KPIs that tie our activity and our resource hours to revenue. If you build your KPIs in such a way, you are not going to look so much like a cost center. You are going to show that your team is a strong contributor to the revenue the company is gaining. I think you can start with that, and then as you gain your customer insights, you can also tie those into your KPIs, which helps you prove your return on investment.” - TRACEY DJORDJEVIC
(2:06 Video) Inside Sales Fills Gaps And Lifts Revenue “We need to train our customers, both internal and external, how to do business with us. With inside sales, we knew there was a need for that. It fills a gap for outside sales with customers they are not getting to or do not have time to focus on. That will always speak to the C-suite because they want to maximize revenue where we might not be gaining it at this moment. I think that was a really good way to fill a gap.” - TRACEY DJORDJEVIC
(5:01 Video) Aligning Every Department To Improve Outcomes “It is about aligning everybody across the organization and having everyone understand the impact they and their department have on the customer experience. We show that through customer feedback, customer journey mapping, and building the voice of the customer.” - TRACEY DJORDJEVIC
(2:13 Video) Advocate Relentlessly For Your Team “If you are not advocating for yourself and your team, you are not going to get something you do not ask for.” - TRACEY DJORDJEVIC
(1:22 Video) Radical Honesty Builds Better Decisions “If you are not asking for help or you are not giving honest feedback, nothing is going to change, and you are not going to be able to influence any of the decisions. I think the most important piece is to be honest and transparent, and do not be afraid to provide that valuable input. If you are in an organization where you are at risk to speak your truth, you might not be in the right place.” - TRACEY DJORDJEVIC
(1:17 Video) Keeping Priorities Front Of Mind Daily Through Planning “One of the best things project planning has done for me is to hold me accountable and keep me on track, because we all know things get busy and it is very easy to put off things you need to complete, to procrastinate, or to decide something is not a priority and ignore it. If you have a plan in place, it does not allow you to do so. It forces you to execute on those things, prioritize what is important, and stay on track.” - TRACEY DJORDJEVIC
YOUTUBE SHORT: Stopping Survival Mode With Proactive Planning And Clear Focus “There are people in the organization wearing multiple hats, and they are in survival mode. They are just trying to get through the day, and there is no time for planning or being strategic. So, it is really about finding ways to work within those constraints to allow time to plan. It is the proactive planning that is going to set you up with the ability to execute. If you are not doing that, it can be detrimental to companies.” - TRACEY DJORDJEVIC
YOUTUBE SHORT: Redesigning KPIs To Elevate Insights And ROI “We have KPIs that tie our activity and our resource hours to revenue. If you build your KPIs in such a way, you are not going to look so much like a cost center. You are going to show that your team is a strong contributor to the revenue the company is gaining. I think you can start with that, and then as you gain your customer insights, you can also tie those into your KPIs, which helps you prove your return on investment.” - TRACEY DJORDJEVIC
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