Measuring the results of your cultural initiatives doesn’t have to be dreadful because it’s not something you can’t see. Actually, it is something you can see if you are looking in the right places. When you focus on the input the output takes care of its self. When your cultural initiative is making progress, and moving in the new direction you will see in real-time contact center metrics as well as historical data greater productivity. When employees are generally happy at work they perform. Look at your contact center metrics with your “cultural awareness glasses” on. You will see the comments change on customer satisfaction surveys; you will see the comments change on the employee survey as well.
Another option is to ask the employees directly either in a survey or focus group, questions that will help you determine the progress of the initiative. Design and create an employee survey that is anonymous where employees rate statements like “I am proud to work at this contact center”, or “I believe in top leadership” just to name a few. To glean more details, conduct focus groups with a third-party facilitator. People will say more than they will write and a good facilitator will engage the group in a lively discussion.
The best indicators of change are how people behave. Observe – walk around and observe daily. Are agents acting different? How about supervisors and managers? How are people talking? Are they expressing new attitudes and opinions? When you see change you like, reward it! People enjoy genuine praise such as “I appreciate how you handled that situation, nice job”. People like chocolate, too!
If you’re not happy with the results it is time to take an honest look. Who is not buying into the change initiative? Is it a manager, a group of agents, an entire department? You must find the one or ones who are impeding the progress or progress will never happen. Change is possible if you stick to the plan and commit to the people; the results will show in production, how people act and talk and customers will make positive comments.
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