Beyond Technology: Change Management as a Success Factor in Contact Centers
Sectors: Energy suppliers, Non sector-specific, Manufacturing industry, Construction supplier industry, Steel / Steel Service Center / Metal industry, Electro and electronic industry, Mechanical and plant engineering, Consumer goods / retail, Automotive supplier industry
Processes: Change Management, IT
Duration of webinar: approx. 45 minutes
Why modern contact center management is much more than an IT project
The introduction of the Dynamics 365 Contact Center is a key success factor for digital service organizations – but the decisive lever is not technology, but successful change management.
Only when employees understand, apply, and accept new processes can a contact center unleash its full potential: higher service quality, stable processes, better data quality, and a noticeably improved customer experience.
The ORBIS Change Management Framework provides companies with structured support throughout this transformation and ensures that system usage, productivity, and customer satisfaction increase sustainably.
What you can expect from the webinar:
- How change management supports the successful implementation of Dynamics 365 Contact Center
- How to specifically avoid typical risks such as low system acceptance, uncertainty, or inconsistent data collection
- Success factors for sustainable transformation: communication, training, stakeholder management
- Why empowered employees and stable processes are crucial for service quality and efficiency
- How the ORBIS Change Management Framework enables a future-proof, high-performance contact center
Speakers & presenters
Lars Freimuth
Business Center Manager
Janko Sornik
Director Microsoft
Andreas Krenz
Senior Account Manager Microsoft Business Process Solution
