Last month we kicked off a blog series that will reveal the characteristics of the best-managed contact centers. Characteristic #1? They Produce High Levels of Value. (You can read the first post in the series here.)
Characteristic #2: They Have a Supporting Culture
Culture — the inveterate principles or values of the organization — tends
to guide behavior, and can either support and further or, as some have
learned the hard way, ruin the best-laid plans for organizational change.
While there is no guaranteed formula for creating a supporting culture,
many seasoned managers agree that shaping culture — or, more correctly,
enabling it to flourish — is a primary leadership responsibility. As a
result, they devote a significant amount of time to understanding the
organization and the people who are part of it.
How do leading contact centers create high-performance cultures? How do
they communicate their mission and values in a way that gets buy-in and
alignment? Some notable characteristics stand out:
Excerpt from Call Center Management on Fast Forward, Brad Cleveland.
Join Brad at
ICMI Contact Center Expo
, May 13-16, 2018. He'll deliver a related session: Characteristics of the
Best Managed Contact Centers.
Brad is an author, speaker and consultant and his clients have included many of today’s service leaders – American Express, Apple, USAA, Google and others. He has worked across 45 states and in 60 countries, and has advised governments in the United States, Australia, and Canada. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His book, Call Center Management on Fast Forward, is recipient of an Amazon.com best-selling award. Contact info: www.bradcleveland.com
Connect with Brad:
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