One of the key elements to a successful Cloud Contact Centre transition is senior stakeholder education and buy-in. Whilst it may be obvious to you of the benefits of Cloud CCaaS, not everyone has the knowledge and context. Of the five key ‘Greatest Change Management Obstacles” identified by PROSCI, the Global Leader in Change Management Solutions, three relate to senior stakeholder education and buy-in. These are:
- Lack of executive support and active sponsorship
- Inadequate change management buy-in and resourcing
- Resistance and lack of support for the specific solution
How to get this right?
If you have read our previous blogs , then you would have already bought into articulating the value of your contact centre and the importance of getting your business requirements right. This is a key starting point to prepare for your change. Once you have prepared and completed these artefacts, it is important to clearly articulate what it means for your stakeholders.
What is going to change and what does it mean for your senior stakeholders?
There are many different ways to communicate what the change means for stakeholders and we might be bias at CloudCCaaS with our Prosci Certified Practitioner approach, but this is where a disciplined Change Management process like Prosci is invaluable. Mapping out your strategy, building your change team and ensuring a viable sponsorship model are key to having the tools to educating your key stakeholders. How this is communicated will depend on your organisation, the culture and who is doing it.
What is in it for me?
To educate your senior stakeholders and gain buy-in, it is important to understand their perspective and how your change benefits them. Will the transition to Cloud CCaaS take away resources from their transformation activity? Will the success of your project diminish the achievements of theirs? Do they have embedded processes or relationships with legacy technologies that will be impacted? Finding out this requires you to ask good questions of multiple sources.
This all sounds daunting, I need help
We recommend that, for such a strategic transformation, you engage a certified change practitioner. They will help to build the case for change and provide you with the expertise to manage it through to transition.
Do these challenges with business requirement right sound familiar? Are you looking for Change Management expertise as well as Cloud CCaaS?
Get in touch today – contact us info@cloudccass.com or LinkedIn