INFOGRAPHIC: Behaviour change is broken
https://contactcentresummit.co.uk/wp-content/uploads/2018/08/Tao-Contact-Centre-Summit_Lead.jpg 960 640 Stuart O'Brien Stuart O'Brien https://secure.gravatar.com/avatar/9defd7b64b55280442ad2d7fb546a9db?s=96&d=mm&r=gChange programmes don’t work. Even studies from those like McKinsey, who are in the change business, show 70% of change programmes fail to return any real benefit.
The reasons for this are known – front line workers feel ‘done to’ & passively resist any change, & first line managers don’t model the desired behaviours, & it all goes downhill from there.
There is another way – by working with your Influencers as an engine for change magic can happen. The real challenges are (a) identifying your Influencers with data, & (b) getting them onside. And that’s what we do at Tao.