Join Sarah Gerulski, Sr. Director of Operations, and Pam Gutmann, Sr. Director of Operational Excellence, as they discuss how they partnered to drive significant operating model changes across over 750 team members, resulting in increased quality, satisfaction, and employee experience. They will walk through a real-life challenge that emerged within the contact centers in late 2023, related to poor quality of service and client sentiment during an already challenging year. The presentation will immerse the audience in the comprehensive gaps that initially hindered quick action and explain how they brought together various disciplines to address the problem areas. They will review their implementation plan and approach, including example agendas for standard routines and artifacts that highlight key contact center metrics their teams use daily to elicit problem solving and collaboration. Additionally, they will discuss the readiness challenges encountered, the necessary cultural and leadership behaviors for enabling successful transformation and highlight what they believe to be the most important operating model element: a comprehensive performance insights routine that drives operational improvements from the frontlines to the department head. The session will wrap up by sharing the framework for their sustainment efforts, revealing their multi-faceted approach to ensuring checks and balances are in place to sustain progress.

A note for the session reviewers: We intend to walk the audience through a case-study outlining the problem to be solved, gaps we faced, how we collaborated to solve. We'll also discuss our step x step implementation approach with the audience, sharing obstacles and learnings we encountered along the way. We intend to weave in some Q&A throughout the session - first asking one another though-provoking questions that will aim to elicit the discussion with the audience. Our goal is to leave the audience with real, actionable next-steps that they can consider implementing within their organizations. We'll be pulling artifacts straight from our 'playbook' to share as take-aways.

Takeaway

• List of specific leadership behaviors & cultural elements required for a successful transformation
• An outline of disciplines required for successful collaboration to deploy a new Operating Model
• A framework for implementing a new Operating Model + an approach to monitor the implementations' progress
• A framework for a Sustainment Model