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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

Click on session titles for full session descriptions. All times noted are in EST.

Session 103: Change Management - The Human Side of It!


Travis Stuart  (Senior Operations Manager, Cellular Sales National Contact Center)

Date: Wednesday, May 15

Time: 12:00 pm - 12:45 pm

Session Type: Session

Vault Recording: TBD

In this dynamic session, participants will delve into the often overlooked but crucial realm of Change Management, focusing on its human dimension within contact centers. The workshop will unravel the principles of Change Management, emphasizing its profound impact on individuals within the organization, from frontline staff to managers and customers.

Through practical examples and actionable insights, attendees will gain a comprehensive understanding of where Change Management intersects with project plans and initiatives. The session will equip participants with tools to navigate the complex landscape of change, including the creation of Now/Future forms to facilitate transition planning and the development of robust communication plans tailored to various stakeholders.

Moreover, the workshop will empower leaders to effectively address concerns and maintain consistency in messaging through the creation of Talking Points/FAQs for Leadership. By mastering these strategies, attendees will be poised to mitigate resistance, bolster morale, and foster a culture of adaptability within their contact centers. This session promises to be a transformative exploration of Change Management, illuminating the path to successful organizational evolution.


Basic understanding of the Human side of Change Management.
Understanding of where Change Management should begin and/or how it fits into project plans, initiatives, etc...
Practical worksheet on how to create a Now/Future form.
How to build a communication plan(s) across teams, departments, groups, and management.
How to build a Talking Points/FAQ for Leadership.