Here is an example that I found to be costly on many levels. I was doing interviews for a book on decision making, and spoke with one of the CEOs of a two-company merger between two extremely well-known brands. This man told me how he went about ensuring the national team bought-in to the change. He developed a multimillion dollar 'dog and pony' show, and went out with a team to 30,000 employees in store-fronts across America to give them an understanding of the merger (that had already been planned and executed, with no one's knowledge or buy-in). How successful was it?
"They all loved it. Loved it. Well, most of them did anyway. There were about 10% who didn't buy-in."
SDM: What happened to these 3,000 people?
"They became a retention issue." [A 'retention issue'?]
SDM: You mean you fired them all?
"Well, we had to. But not to worry: they were the folks that had been around the longest - 18 or 20 years. It was time to make room for new blood anyway."
They fired the wisdom, the bedrock of their company - the skeleton, the bones, the legacy - because these 'old-timers' didn't like a dog-and-pony-show.
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
Video conferencing is quickly becoming one of the most important communication channels for both small and big businesses. As more businesses turn to this technology, expectations about the experience are also rising. It’s not enough to just offer video conferencing as a communication method. You also need to meet minimum audio and visual standards, and there’s even proper etiquette to consider. more