Supporting Leaders to Manage Change Effectively
Most organisations are on a constant journey of change and transformation. To stay relevant in a changing world and ever-evolving markets this has to be the case. Contact centres are no exception.
In point of fact, the contact centre is usually one of the fastest-changing parts of any organisation, given it’s the most prominent means of contact with the outside world, and often the first proving ground for new business techniques and new technologies.
While change, for some, is exciting and an opportunity to be grasped, for others it is scary and to be pushed back on. In this course we learn how managers can implement change by understanding the personalities of all those affected by it, and applying the most appropriate response in each case.
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