Published: 22 August 2023
Nearly two in three employees resist change, which can significantly hinder an organization’s ability to execute new initiatives successfully. Customer service and support leaders should use this research to increase employee buy-in and sustain organizational change effectively.
The amount of organizational change is increasing significantly due to industry and economic disruptions, making the execution of change initiatives more difficult as employees become overwhelmed.
Organizational change is necessary for workforces to meet goals, but customer service and support leaders struggle to help employees view change differently, which results in failed change initiatives.
Change initiatives often fail when organizations don’t develop a strategy for long-term execution partly because employees slip into old behaviors and customer service leaders ignore barriers to success.
Customer service and support leaders who are implementing change initiatives should:
Create a consistent message that explains details regarding
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