Managing Change in the Contact Centre

Change and transformation is a constant journey in most organisations and the contact centre environment is no exception. This workshop explores how to take conscious control of the change process and learn how to communicate effectively during periods of change. It will assist in bringing employees on the journey with you, helping them to see change as a progressive evolution and to minimise confusion and motivational blocks.

Benefits to your business 

• Enhanced buy-in during periods of change ensures navigation through change is smoother and minimises disruption to work flow.
• Bringing the team on board is vital to maintaining a motivated and engaged workforce during change periods.
• Workplace culture benefits as we align how we would like to operate and be perceived as an organisation (i.e. that we are collaborative and communicative) with how we function in practice.

Learning Outcomes 

By the end of the workshop you will be able to:

• Develop strategies to support people through periods of change.
• Coach around the change curve, understanding the sphere of influence.
• Adapt and develop effective leadership communication during change.
• Create clear and relevant messages to ensure they are readily received.
• Understand the change process and gain insight into where team members are on the change curve.
• Devise a consolidated action plan to implement in the workplace.

Workshop outline

  • Management of change – the change curve

Change is inevitable in the contact centre environment. Explore the impact of change on the individual and how people typically react and respond.

  • Spheres of influence

Explore the three spheres of influence to help understand what is in your control and what is not. Identify what concerns you and the limits and opportunities there are during change.

  • Coaching through the change process

As both coach and coachee – how best to listen, ask questions, identify support needs and development opportunities.

  • Planning for change

Using the 4 Ps, identify how to plan effectively for change. Consider your communication strategy and how to get the message across effectively.

  • SWOT

Identify the strengths and opportunities that change can bring, as well as analyse and mitigate against the weaknesses and threats that can be identified. Create an action plan for success.

Format

3-hour online sessions, using Zoom.

How to book

Please complete the form below to book your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Thu 16 Sep 2021

Time: 9:30 am - 12:30 pm

Location: Online

Who is it for?

This training is useful for organisations undergoing change and is suitable for Contact Centre Leaders and other managers involved in organisational change initiatives.

Why should you go?

To explore how to take conscious control of the change process and learn how to communicate effectively during periods of change.

How much is it?

CCMA members: £299*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings

About the trainer

Sophia is a qualified tutor, trainer and psychotherapist with 30 years’ experience working across the public, private, voluntary and FE sectors. As a senior trainer with BPA, she works closely with clients to deliver impactful solutions that drive customer excellence. Her work is influenced and underpinned by a career-driven philosophy that human connection and the strength of our relationships sit at the heart of both business and personal success.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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