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Discover ways to build a positive contact center culture that will increase employee commitment, satisfaction and retention.
An inspiring call center culture doesn’t have to mean expensive benefits for employees. It’s much more about the relationships and positive work environment that you are able to promote. Through ICMI’s Contact Center Culture: Motivation through Collaboration virtual classroom course, you’ll gain an understanding of the relationships and dynamics of culture and how it impacts employee commitment and performance. Plus learn a framework for building a supporting culture under various organizational structures and conditions.
The course starts with an evaluation of your organization’s culture. You’ll define your culture and measure your current employee commitment and engagement levels. You’ll learn the importance of culture and how it makes an impact on performance.
Next, you’ll learn a framework that will guide you to building the type of culture that inspires employee commitment. By going beyond the typical rewards and recognition programs, although they certainly have their place in a positive culture, you’ll understand what really motivates employees. You’ll discover how leading by example, peer influence, trust and development are key components of creating lasting culture change.
Designed for directors, managers and supervisors who are responsible for employee satisfaction and retention and who want to:
- Understand what culture is and its importance to the contact center.
- Define the current culture and take steps to improve it.
- Increase employee retention through a positive workplace.
- Build a supporting culture that increases employee satisfaction.
- Promote to upper management the return on investment that culture programs have on commitment and performance.
Course Materials
- Printable Slide Presentation
- Industry Articles
- AmeriCredit: Strong Focues on Values Promotes Positive Team Culture
- Build Long-Term Loyalty from the Agent's Perspective
- Combating the Negative Effects of Job Stress in the Call Center
- The Role of Corporate Culture in Agent Commitment
- The Rules of Engagement
- Handouts
- Sample Gap Analysis
- Team Profile
- What is Your Culture? A Self-Inspection
Who should attend?
Directors, Managers and Supervisors with employee satisfaction and retention responsibilities. The material in this seminar is at a basic to intermediate level.
Course Length and Delivery Method
This course is delivered in a two-hour virtual classroom session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.
Pricing
Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Cancellation Policy
Please take a moment to read the cancellation policy.
