Corporate culture is a delicate living, breathing organism that doesn’t take care of itself. It requires nurturing, guidance and fuel to create a productive, effective and enjoyable culture where people like coming to work. Too many contact centers let it evolve on its own and many times it becomes an out of control, unrecognizable monster. This monster is the barrier to the company’s growth and advancement. By taking charge of the culture you can intentionally create the culture you desire for your contact center. It takes effort, commitment from the management team and time. The culture starts with the management team. Culture is “they way we do things here”.
Since culture starts with the management team, what are the messages they are delivering each day? Take time to connect with the people. Walk around daily and talk to agents and conduct daily team huddles. These are perfect opportunities to connect people who work independently every day. You are the example; model the attitude, the way to think and behavior. Managers are the most watched individuals so if you want everyone smiling, smile yourself.
To encourage cultural progress, recognize those who already embrace the values you want to see exhibited daily. Rewards don’t have to be pricey gift cards. Most people just want to know they are appreciated. So just say those words: “I appreciate you and what you do”. They will go along way and its they’re free.
Have individual conversations with those who are stubborn and unwilling to embrace the cultural values. Throw down a challenge. If they are still unwilling to embrace the values, then perhaps it is time to let them go; that includes managers too. Those people are detrimental to the team and need to be terminated.
When you intentionally create and manage the culture, you get a high performing workforce, lower turnover and a great place to work. Culture is the invisible element that drives the success. Be the place that everyone wants to be at.
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