Culture & Morale |
Empowering contact center excellence for 30 years!

Culture & Morale

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How to Transform Your Contact Center Culture

Over the past several decades I have been evaluating and analyzing different contact centers across the world. Sure, there may be a standard set of things I look at--training programs, supervisory practices,... Read More

3 Questions to Ask to Assess Your Contact Center Culture

Is culture tangible? If so, how do you recognize it? In a recent ICMI article, Rose Polchin explained how to define and assess your culture. To continue that conversation, we took this... Read More

3 Telltale Signs Your Contact Center Culture is Unhealthy

How healthy is your contact center work culture? If you're like many organizations around the globe today, your workplace is probably not that inspiring. TinyPulse's 2017 annual global employee engagement report found... Read More

Identifying Contact Center Culture Gaps and Opportunities

In part one of this blog series, we defined culture and hopefully helped you define your contact center or team culture.  In part two of this blog series, we will provide you... Read More

How to Assess and Define Your Culture

We have all read about the importance of culture and the connection to performance, both individual and company-wide.  Having a culture that truly brings out the best in our employees-- one where... Read More

The Top 5 Reasons Employees Stay Put

Editor’s note: You may have missed this article when we first published it early last year. The advice is still relevant, so we're bringing it back in honor of Throwback Thursday. Understanding... Read More

5 Ways to Empower Contact Center Agents

A 2015 ICMI study revealed that 86 percent of contact centers don't fully empower their agents. Is your contact center part of the majority? Here's a bit of advice from the #ICMIchat... Read More

Practical Ways to Boost Customer and Employee Satisfaction

In my early days as a contact center leader, I was obsessed with metrics. In my defense, metrics were the primary way to evaluate my success in the role. I measured everything!... Read More

How to Hire and Retain All-Star Agents

High agent attrition has an enormous impact on contact centers across the globe. With attrition averaging 30% in 2017, turnover is still a leading source of exasperation for most contact center leaders.... Read More

7 Tips for Creating an Effective Contact Center Mission Statement

Does your contact center have a mission statement? Without a common purpose, it's difficult to keep employees engaged, customers satisfied, and the business running smoothly. Here are seven tips you can use... Read More

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