It’s not impossible to change the existing culture of your contact center. It requires some honest introspection, commitment to change and perhaps plucking out toxic personalities no matter how good they seem to be. You want a plan to make the cultural change rather than just letting culture control the contact center and end up in an undesirable direction. A plan to intentionally redirect the culture to a new direction requires a structured plan; honest introspection, asking the tough questions to determine what does the current culture look and feel like and what does the desired culture look and feel like?
The plan should include surveying employees from the top down that exemplify the desired culture. These are the change agents of your site. Ask these employees for honest feedback. You will find their insights to be powerful. You can’t change or fix what you don’t know is broken. These employees are your role models for change.
You may find that certain managers or individuals are toxic and are spreading bad energy. You will need to make the difficult decision in how to treat these types of employees. If you are really committed to changing the culture you just might have to stop the contamination by terminating that individual. As the contact center grows, the culture will keep the center on track, steer hiring decisions and protect the center from spiraling into something you don’t recognize. Go with confidence and watch your site thrive.
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Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.