Category Archives: Change Management

Using Chaos Engineering to Root Out Failures Before they Become Outages

Deven Samant — April 30, 2020 The COVID-19 pandemic has highlighted stark weaknesses inherent in systems we take for granted most of the time. An approach that is rapidly gaining ground in digital engineering circles is chaos engineering, a way of building resilience and protect against unforeseen interruptions in service. When it comes to the … Continue reading Using Chaos Engineering to Root Out Failures Before they Become Outages

Change Organizational Systems with the Liberating Structure ‘Panarchy’

Christiaan Verwijs — January 21, 2020 Liberating Structures are a collection of interaction patterns that allow you to unleash and involve everyone in a group — from extroverted to introverted and from leaders to followers. How do you change a complex system? This is the quintessential question facing the people eager to change systems — … Continue reading Change Organizational Systems with the Liberating Structure ‘Panarchy’

A Guide to Change Management in Your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year

Veronica Krieg — January 10, 2020 More than 80% of CX professionals said they were starting or in the middle of a digital transformation project in 2019. And, the focal point for these transformative moves is improving customer experience. As disruptors and new competitors emerge in markets, companies continue to seek out ways to level … Continue reading A Guide to Change Management in Your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year