Seamless Adoption: The Winning Bet in Contact Center Modernization

A Swiss health insurer embarked on a technological infrastructure modernization journey to elevate its customer service and boost satisfaction. The legacy telephony system used by the customer service team no longer provided sufficient and detailed data to effectively manage operations. The company chose to replace it with a modern, omnichannel platform enriched with artificial intelligence capabilities. 

Switching telephony platforms is a strategic challenge for any Contact Center, as operational continuity must be maintained. Customer calls must continue to be routed to the right agents, in line with established quality standards. Preparing teams for this transition is therefore a top priority for the organization and all stakeholders involved in the transformation. 

In this context of change, the involvement of sponsors and change ambassadors was key to aligning the project with the broader strategy of enhancing customer experience. The approach was based on : 

• A structured communication plan and tailored kits to engage sponsors and ambassadors, ensuring effective dissemination of key messages and a precisely orchestrated training program Active engagement of team leaders, trainers, and Workforce Management (WFM) leads to support teams in adopting the new tool

• A training paths tailored to user profiles and operational needs

• A strong focus on collaborative, hands-on learning among peers, despite operational constraints

• A rigorous planning of training sessions to minimize impact on business activities 

The integration of the new system was successfully executed, delivering an optimized user experience and marking a significant step forward in the continuous improvement of customer experience.