12 Ways to Improve Contact Center Culture

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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

http://ubm.io/25N3ckv

http://ubm.io/25N3ckv

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12 Ways to Improve Contact Center Culture