Using online research and interviews with nearly 400 senior executives, plus a special focus group among 7 of our most experienced independent change management experts, Challenge of Change is a comprehensive report on how businesses and organisations manage change.
This report explores such challenging issues as: Is change used as a strategic tool to create better companies that are more able to remain successful, or is it used reactively, in an inward-facing way? What techniques and resources are most effective in the delivery of change? How important are senior managers in this process? And above all, how successful are change programmes?
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Written by highly skilled contact centre managers, the articles in this report explore fundamental issues such as managing staff, customer marketing and the growing role that contact centres are playing in helping companies deliver service and grow profits.