12 Ways to Improve Contact Center Culture

Insight from our April 5, 2016 #ICMIchat

Q1: Do you encourage employees to take a lunch break? How

important are breaks to culture & productivity?

The Importance of Taking Breaks

Tip #1: Consider eating lunch as a group.

The importance of Taking Breaks

Tip #2: Encourage agents to take small breaks throughout the day.

Q2:What’s the biggest factor that influences employee satisfaction?

“Must-Haves” for Employee Satisfaction

Tip #3: Invest in continual learning.

“Must-Haves” for Employee Satisfaction

Tip #4: Communicate purpose and appreciation.

Q3: What are some low cost ways to invest in employee

development?

Employee Development on a Budget

Tip #5: Encourage peer led training.

Employee Development on a Budget

Tip #6: Start an office book club.

Q4: Who’s responsible for creating culture in the contact center? Who

impacts it?

Who’s in Charge of Culture?

Tip # 7: Lead by example.

Who’s in Charge of Culture?

Tip #8: Hire for cultural fit.

Q5: How much does the design of your office space impact

culture/morale? What’s the ideal design?

The Design & Ergonomics Factor

Tip #9: Consider an office layout that enhances your team needs/ structure.

The Design & Ergonomics Factor

Tip #10: Make sure your office space is a reflection of your company goals & values.

Q6: Does your team celebrate work anniversaries? If so, how

(and why)?

Celebrating Milestones

Tip #11: Host quarterly parties to recognize anniversaries and birthdays.

Celebrating Milestones

Tip #12: Enlist the help of a company social committee.

Join us Next Time!

Check out our forum for a full recap: http://ubm.io/25N3ckv

12 Ways to Improve Contact Center Culture

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