Dealing with, and managing the impact of change on an organization and its' employees is key to the successful delivery of any customer-facing transformation program. This is particularly true of a program where self-service and assisted self-service has led for a need for external communication and the management of external stakeholders (i.e. customers) in addition to your own internal staff.
The rise of new channels and the uncertainty and un-ease, which can accompany such change, requires a carefully thought-out and executed change management approach, covering:
The importance of a strong formal link from process to training and communication cannot be over-emphasized. In addition the presence of a strong feedback loop during and after implementation provides employees with a mechanism so that their voices can be heard, and it allows tweaks to be made to the solution, and/or additional training or coaching to be provided as appropriate.
Implementation and rollout should be viewed as a function of change management and not the other way around. All too often, the management of the change is seen as a minor piece of the puzzle, but in our opinion it is one if not the most important aspects to ensure success of a program.
The type of change management required can change significantly between different customer-facing groups – e.g. sales, customer service, front office & marketing. This is because the functions differ dramatically and the employees may be very different and have differing attitudes towards change or have different educational backgrounds.
The C-SOAR™ method provides support for change management. Outputs, techniques and approaches during the strategy and assessment (S&A) method component include:
During the analyze, design, develop and deploy (A3D) method component, outputs, techniques and approaches include:
The C-SOAR™ tool supports the method and enables our consultants to capture engagement specific information consistently and effectively.
ThoughtBurst can help you meet you business objectives by providing strong and effective change management. We can help you when you have:
We provide the above for the following service areas: