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12 Ways to Improve Contact Center Culture
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our April 5, 2016 #ICMIchat
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q1: Do you encourage employees to take a lunch break? How
important are breaks to culture & productivity?
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The Importance of Taking Breaks
Tip #1: Consider eating lunch as a group.
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The importance of Taking Breaks
Tip #2: Encourage agents to take small breaks throughout the day.
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Q2:What’s the biggest factor that influences employee satisfaction?
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“Must-Haves” for Employee Satisfaction
Tip #3: Invest in continual learning.
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“Must-Haves” for Employee Satisfaction
Tip #4: Communicate purpose and appreciation.
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Q3: What are some low cost ways to invest in employee
development?
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Employee Development on a Budget
Tip #5: Encourage peer led training.
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Employee Development on a Budget
Tip #6: Start an office book club.
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Q4: Who’s responsible for creating culture in the contact center? Who
impacts it?
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Who’s in Charge of Culture?
Tip # 7: Lead by example.
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Who’s in Charge of Culture?
Tip #8: Hire for cultural fit.
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Q5: How much does the design of your office space impact
culture/morale? What’s the ideal design?
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The Design & Ergonomics Factor
Tip #9: Consider an office layout that enhances your team needs/ structure.
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The Design & Ergonomics Factor
Tip #10: Make sure your office space is a reflection of your company goals & values.
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Q6: Does your team celebrate work anniversaries? If so, how
(and why)?
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Celebrating Milestones
Tip #11: Host quarterly parties to recognize anniversaries and birthdays.
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Celebrating Milestones
Tip #12: Enlist the help of a company social committee.
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Join us Next Time!
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Check out our forum for a full recap: http://ubm.io/25N3ckv