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12 Ways to Improve Contact Center Culture

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Working in a contact center is stressful. It's easy to get caught up in the daily demands of the job and ignore the importance of developing and maintaining a positive culture.

Click through this presentation for a few ideas you can use to foster a healthy work environment, boost employee engagement, and in turn improve the customer experience.

All of the insight in this presentation was sourced from the #ICMIchat community. #ICMIchat is a weekly Twitter chat designed to provide relevant networking and learning opportunities for the contact center and customer service industry. The chat takes place every Tuesday at 1pm ET and is open to all. To learn more, visit the #ICMIchat forum: http://www.icmi.com/forums/forum1005-icmichat-forum.aspx

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12 Ways to Improve Contact Center Culture

  1. 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 12 Ways to Improve Contact Center Culture
  2. 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our April 5, 2016 #ICMIchat
  3. 3. © 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?
  4. 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Importance of Taking Breaks Tip #1: Consider eating lunch as a group.
  5. 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The importance of Taking Breaks Tip #2: Encourage agents to take small breaks throughout the day.
  6. 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2:What’s the biggest factor that influences employee satisfaction?
  7. 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “Must-Haves” for Employee Satisfaction Tip #3: Invest in continual learning.
  8. 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 “Must-Haves” for Employee Satisfaction Tip #4: Communicate purpose and appreciation.
  9. 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3: What are some low cost ways to invest in employee development?
  10. 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Employee Development on a Budget Tip #5: Encourage peer led training.
  11. 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Employee Development on a Budget Tip #6: Start an office book club.
  12. 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q4: Who’s responsible for creating culture in the contact center? Who impacts it?
  13. 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Who’s in Charge of Culture? Tip # 7: Lead by example.
  14. 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Who’s in Charge of Culture? Tip #8: Hire for cultural fit.
  15. 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5: How much does the design of your office space impact culture/morale? What’s the ideal design?
  16. 16. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Design & Ergonomics Factor Tip #9: Consider an office layout that enhances your team needs/ structure.
  17. 17. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Design & Ergonomics Factor Tip #10: Make sure your office space is a reflection of your company goals & values.
  18. 18. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q6: Does your team celebrate work anniversaries? If so, how (and why)?
  19. 19. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Celebrating Milestones Tip #11: Host quarterly parties to recognize anniversaries and birthdays.
  20. 20. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Celebrating Milestones Tip #12: Enlist the help of a company social committee.
  21. 21. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
  22. 22. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Check out our forum for a full recap: http://ubm.io/25N3ckv

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