Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders

What standout cultural trait do you see in the most effective contact centers?

It's a question I'm often asked. But before I throw my thoughts into the ring… what would you say?

An engaged workforce? A customer-first focus? A strategic mindset?

These are all great answers. And fortunately, we don't have to focus on one to the exclusion of others.

Here’s my take. I notice a different mindset in the most effective contact centers. The work we handle continues to change, and many managers can grumble about that (I've been guilty of this): "We're the dumping ground for everything the rest of our organization didn't figure out!" But the standout contact centers flip the script. "That's what we do! That's a key part of our mission." I hear terms like backstop, catch-all, and the A-Team. "Bring it on."

This “bring it on” perspective is a hallmark of the most effective contact centers. I believe it encapsulates the best of an engaged workforce, strategic thinking, and a customer-first focus, and it's crucial for thriving amidst the inevitable changes ahead. Change is the only constant in our industry—a cliché, yes, but one that feels truer now than ever before. As we navigate rapid advancements in technology, shifting customer expectations, and an uncertain and ever-evolving economy, the ability to thrive amidst change is critical for our organizations, our teams, and each of us as individuals. The upcoming ICMI Contact Center Expo conference theme, "Thriving in the Midst of Change," couldn't be timelier. The world of customer service and customer experience is evolving at a breakneck pace, and those who can adapt quickly and strategically will emerge stronger. Thriving implies far more than survival—it's about seizing the opportunities that change presents and using them to create lasting value.

Embracing Change as an Opportunity

One of the most powerful shifts in mindset you can cultivate within your team is to see change not as a disruption but as an opportunity. This perspective is essential for innovation and growth.

I remember talking to the Senior VP of a respected insurance company in February 2020 before the pandemic drastically altered our world. He's part of our ICMI community and told me, "We've got plans to move 30% of our workforce to work-at-home over the next two years. It's an aggressive timeline, but we'll get there."

So, we caught up a couple of months later. "Um, that 30% in two years... make it 100% in two weeks."

That was just the start of a tumble of change that continues. Shifting customer needs. Supply chain challenges. The introduction of generative AI. Dramatic change has characterized so many industries: energy, travel, healthcare, technology, and finance, to name a few. And so many unsung heroes across our contact center profession helped their teams and organizations navigate the changes.

Painful as these disruptions have been, few would go back. Today's work-at-home and hybrid arrangements have helped facilitate flexibility and adaptability. The gut-wrenching changes across many sectors have led to more robust cross-functional collaboration. The promise of AI has forced us to take a hard look at the knowledge in our systems that will fuel it.

Change, when embraced, drives positive transformation. It's about seeing challenges as the spark for innovation.

The Role of Technology

AI and automation are potent tools to drive transformation. They've been heralded as game-changers for the contact center industry, and rightly so. They hold the promise of streamlined operations, enhanced efficiency, and even reduced workloads—a topic I've explored extensively in recent blog posts. But, as with any tool, it's essential to understand both the benefits and the challenges.

On the benefits side, AI can significantly improve response times and handle large volumes of routine inquiries, freeing human agents to focus on more complex, emotionally nuanced interactions. This not only improves operational efficiency but also enhances the overall customer experience.

However, AI is not a panacea—it's not Windex heralded in My Big Fat Greek Wedding. It's vital to recognize the limitations of technology and the irreplaceable value of human empathy and judgment. While AI can assist, the human touch often makes the difference in building strong, lasting customer relationships. Therefore, the challenge is not just in adopting AI but in integrating it in a way that complements and enhances the human elements of service.

Strategies for Thriving Amidst Change

So, how can your contact center survive and thrive amid change? Here are three strategies that align with the mindset of embracing change as an opportunity and leveraging AI and automation effectively:

1. Build Resilience in Your Team

Resilience is the bedrock of thriving in a rapidly changing environment. Equip your team with the skills and mindset needed to adapt to ongoing change. This starts with fostering a culture that embraces flexibility and innovation. Encourage your team to see challenges as opportunities for growth—the “bring it on” attitude. Open, transparent communication is essential; ensure your team understands the “what” and the “why” behind changes and how these shifts align with your organization's broader goals.

2. Prioritize Continuous Learning and Development

In an industry evolving as quickly as ours, learning is not optional but necessary. Encourage your team to stay informed about industry trends, new technologies like AI, and changing customer expectations. This ongoing learning prepares them to tackle future challenges with confidence. An attendee of a workshop I had the privilege to lead recently put it this way: “Feeling this prepared makes me want more of the hardest challenges to come our way.” As leaders in customer experience, we must lead by example, embracing learning as a lifelong process and demonstrating its value through our actions.

3. Innovate with the Customer at the Center

Finally, ensure that any changes or innovations you implement are driven by a deep understanding of your customers’ needs and expectations. AI and automation can be powerful tools—but keep your focus on customer-centric innovations that genuinely resonate. Whether you're adopting new technology or refining service processes, always ask: How will this benefit our customers? Our employees? This approach helps you stay ahead of industry shifts and builds stronger, more lasting relationships with your team and your customers.

Navigating the Future

Thriving amidst change isn't about having all the answers—it's about being willing to ask the right questions and to adapt continuously. The path forward is one of ongoing learning, resilience, and innovation. We have the opportunity to embrace change clear-eyed, with excitement for the opportunities it brings and the steps we must take to harness it for good.

ICMI Contact Center Expo, taking place October 21-24 in Orlando, will be the ideal platform to explore these ideas further. I encourage you to engage in discussions, share your experiences, and consider how to implement these strategies in your contact center.

Change is inevitable, but thriving in the midst of it? That's a choice—and one that can lead to extraordinary results.