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4/5 Questions: Creative Ways to Improve Culture Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 79


4/4/2016
ericamarois
ericamarois
Moderator
Posts: 79
Hey guys!

Hope you all had a wonderful weekend. I'm really excited to host #ICMIchat tomorrow, because it's a topic I love: culture.

Please join me as we brainstorm some unique ways to improve culture and morale in the contact center.

Here's a look at the questions we'll cover:

Q1: Do you encourage employees to take a lunch break? How important are breaks to culture & productivity? #ICMIchat
Q2: In your opinion, what’s the biggest factor that influences employee satisfaction? #ICMIchat
Q3: What are some low cost ways to invest in employee development? #ICMIchat
Q4: Who’s responsible for creating culture in the contact center? Who impacts it? #ICMIchat
Q5: How much does the design of your office space impact culture/morale? #ICMIchat
Q5b: What’s an ideal design to promote a positive culture? #ICMIchat
Q6: Does your team celebrate work anniversaries? If so, how (and why)? #ICMIchat


Talk to you soon!
Erica

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Erica Strother Marois
Community Strategist, ICMI
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jeremy.hyde
jeremy.hyde
Posts: 8


4/5/2016
jeremy.hyde
jeremy.hyde
Posts: 8
Here are some of my thoughts on contact center culture.

Here's a look at the questions we'll cover:

Q1: Do you encourage employees to take a lunch break? How important are breaks to culture & productivity? #ICMIchat
Yes, it is important to take mental breaks. It is important that you give people the time they need when they need it. You hear call center reps talk about being "chained" to their desks. They get reprimanded if they aren't at a certain % schedule adherence and it doesn't promote a culture of employees that feel valued and empowered.

Q2: In your opinion, what’s the biggest factor that influences employee satisfaction? #ICMIchat
Hmm, feeling like they matter and they are appreciated. Call center employees often feel (and are treated) like second class employees. It is important to be efficient and available for our customers but not at the cost of employee satisfaction. There needs to be a reasonable balance.

Q3: What are some low cost ways to invest in employee development? #ICMIchat
1 on 1 time with leaders. Allowing them to work on projects or get their input on something a leader is working on. Trying to delegate and empower them.

Q4: Who’s responsible for creating culture in the contact center? Who impacts it? #ICMIchat
Contact center leaders are responsible for defining their culture goals and taking specific steps to achieve those goals. All of the employees on the team will impact and shape the culture as well as the company policies, procedures, etc. First, when defining the type of culture you want you need to be realistic about what you can achieve based on the role, department, existing employees, and organization. e.g. If you work for a large corporation that values consistent and predictable outcomes based on specifically defined procedures you won't be able to mimic a "hip and cool" tech startup type culture. Also, the employees you hire/retain will have a huge influence on the culture.

Q5: How much does the design of your office space impact culture/morale? #ICMIchat
It can definitely have an impact. If you want to encourage your team to work together and leverage their peers to attain team goals it is helpful to have an open concept design that allows them to easily see each other and communicate as a group. Other factors that can impact culture: lighting, temperature, technology like headsets and computers, etc.

Q5b: What’s an ideal design to promote a positive culture? #ICMIchat
This depends on your culture goals. But again, removing/lowering walls for an open concept will help the free flow of ideas, etc.

Q6: Does your team celebrate work anniversaries? If so, how (and why)? #ICMIchat

Yes, an email is sent out to the company and everyone gets a certificate awarded to them by the CEO (this usually happens at quarterly all team meetings). We also do gifts at certain milestone anniversaries.
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ericamarois
ericamarois
Moderator
Posts: 79


4/5/2016
ericamarois
ericamarois
Moderator
Posts: 79
Awesome insight, Jeremy! Thanks for sharing.

Would love to have you join us on Twitter for the live chat at 1pm ET :)

--
Erica Strother Marois
Community Strategist, ICMI
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jeremy.hyde
jeremy.hyde
Posts: 8


4/5/2016
jeremy.hyde
jeremy.hyde
Posts: 8
I just go to the ICMI twitter feed at that time?
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ericamarois
ericamarois
Moderator
Posts: 79


4/5/2016
ericamarois
ericamarois
Moderator
Posts: 79
Use your favorite twitter tool to search for #ICMIchat and follow the stream. I prefer Tweetdeck (you can add a column for #ICMIchat). Some others prefer to use Twubs: http://twubs.com/ICMIchat

You can always just use Twitter.com, too!

--
Erica Strother Marois
Community Strategist, ICMI
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