Eliminating resistance to cloud-based technology can be a breeze when you’ve got the right info at your fingertips. So how can you lay the right foundation for your team to embrace migration into the cloud? Get your company’s IT services jetting forward into the future with a cloud contact centre and leave outdated, on-premise technology in the past where it belongs.
A fear of change is at the centre of potential conflict, but this fear can be managed or eliminated completely for those who prepare appropriately. We’re here to share our trade secrets with you, on how to manage staff resistance when shifting from on-premise technology to a cloud contact centre using team building activities and other tactics. This will equip you with the confidence to make a seamless transition into better business solutions.
Why Cloud Technology?
Moving technology into the cloud is more important than ever as it stops you from lagging behind the competition and ensures you are always delivering the most efficient experience to your customers. Call centre software hosted in the cloud allows you to continually innovate and deliver more efficient service to customers and almost always makes sense cost-wise.
Why Not Stay On-Premise?
On-premise technology just isn’t cost-effective!! It requires dedicated internal staff to maintain it, and downtime tends to be more frequent than if you have a specialist hosting provider managing this.
The ability to scale technology on a whim is another key benefit which will make sure that the sky really is the limit. The ability to scale your contact centre as call volumes rise and fall really is a gamechanger. If you’re running a seasonal event or a particularly successful marketing campaign sees you flooded with high call volumes, you can accommodate these! You won’t need to rely on idle hardware collecting dust in the storage room – cloud service providers already have it all set up. It’s the foundation of their business, so of course security and capacity tend to be better than businesses can manage themselves.
Your People Power
Okay, so we’ve talked about the business advantages and reasons that cloud is so fundamental to modern call centres (and all businesses in general), but how will this affect the great team you’ve invested time and effort into training? While the migration itself needs to be well thought out and the platform needs to be right for the business needs, it’s the people management that is most often overlooked. It is also the biggest challenge that emerges during technology transformation, and can negatively impact your business, so knowing how to manage this is vital.
People ARE People (So Be Patient)
Surprise, surprise… people ARE people. There is no way of getting around it and at the end of the day cloud technology resistance is all about people and their basic needs – their fight or flight instinct and their fears and anxiety surrounding change and uncertainty. Employees (particularly IT and customer service staff) may start thinking they will need to relearn their jobs or worse yet, that their jobs will be on the line with the introduction of cloud technology.
Knowledge is Power
Fear of change and uncertainty is caused by people feeling that they are powerless but this can be avoided by putting knowledge and power back into their hands. Staff may feel nervous because they don’t understand the migration process and have a lack of knowledge on how the transition will effect them. You may think that by keeping discussions regarding the shift on the down-low, you are minimising stress and disruption. In reality, leaving your team in the dark is a big NO.
If left unattended, these concerns can breed an atmosphere of fear in the office and staff may imagine the worst unnecessarily. Customer service staff may fear that cloud technology will see more automation in their role, meaning they may be out of job soon. It could also mean their roles could become more repetitive which is a concern when job roles are becoming more and more specialised. IT specialists want to work with robots not become them!
Communicate, communicate, communicate. We all know that communication is key but it is easy to get bogged down in the nitty gritty details of everyday adjustments especially when working in the contact centre space. Plan and prioritise communication throughout the cloud migration process to give your team knowledge and confidence. Over-communicating the cloud migration will not drive fear, although under-communication almost certainly will.
Lead the Way
Ultimately you need to take charge when rolling out new technology. You need to be both the inspirer and the organiser; the collaborator and the assessor.
INSPIRE- Your staff should be made to feel excited and empowered by the great leap your company is taking into the future. Write down the key selling points in clear language and read through these to make sure you have fully understood the incredible and important task you are undertaking. Then sell the migration to your team; make a clear business case so they understand the benefits they and the company will soon be reaping together.
But first make sure that you yourself have fully embraced the technology migration – as you will need to be the face of the change. Take up the beacon and be the number one advocate for your contact centre migration.You will be surprised by how quickly your positive attitude and excitement rubs off onto others.
STOP! Make sure you’ve also fostered strong support with the other executives. If there is discord in management then there very well may be chaos below that. But also look outside the executive and identify other potential champions of the change and look to them to help grow an atmosphere of excitement and pride in what you’re achieving.
Team building activities and leadership training can be invaluable in line with a technology transformation. It helps make employees feel valued and that their voice isn’t being lost. To inform and motivate your team and supervisors, you can educate your team and invite people from other companies to speak about their cloud success stories (we at Quality Connex have quite a few up our sleeve!). Better yet, you can also provide them with cloud training sessions within the team building exercises, or look at hiring a consulting partner to do customised training with your team.
Staff will need to understand the technology and how their role will support it, not cause friction with it. Each role will need to be connected seamlessly into one well-oiled working machine and you will need to continuously check back that each person is playing their part wholeheartedly and with a progressive attitude. Being a leader also means you are assessing that everyone is on track and working through any discrepancies. One-on-one catch ups, ensure an open flow of communication and help team members feel their concerns are heard.
Hang in There
Keep calm by reminding yourself that resistance to cloud migration is all a normal part of the process. Ride with the ups and downs but also know that you have the power to choose where these waves will ultimately take you- whether you will be riding high or left in the sandbar of dormant capacity.
Most importantly, make sure you foster your greatest asset- your team, through effective communication and proactive education that cuts through the chaos and defines that you are moving forward together. Invest not only in upgrading your technology, but training your staff to use it in the best possible way. Utilise your leadership skills and massive communication efforts to create cloud technology cooperation, not resistance.