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 with a sample gap analysis to help you determine your culture strengths are and identify areas for improvement!
Now that you know what your culture is, how do ensure it is aligned with what will truly bring out the best in your employees-- one where they are motivated, challenged, and committed to the organization?
To assist you in "digging" a little deeper and identifying how well your current culture supports "engaged" or internally committed employees, we've provided a "sample gap analysis" below. The items included on this assessment are all critical components in creating a culture that inspires and brings out the best in team members.
After you complete this exercise, it will become clear what your current strengths are, and where there are opportunities for improvement. You may want to do this with your team to ensure you are all aligned and can then work together to reinforce the positives and build a plan for continuous improvement.
Each of the items on the gap analysis represents the attributes that are necessary for a healthy, positive culture:
% of engaged/internally committed employees which is driven by:
1. Rewards and recognition system/process
2. Leading by Example - levels of trust and communication
3. Peer influence
4. Level of participation and a sense of purpose
We'd love to hear what all of you do to create a positive culture. Part of a great culture involves recognition and sharing so; please do, we'd love to hear your stories!
Rose Polchin is a Senior Consultant for ICMI. She brings over 25 years of contact center experience, both as an independent consultant and in contact center leadership roles within the financial services and health care industries. During her tenure as senior director of customer service strategies for one of the country’s largest health care services organizations, Rose’s leadership was instrumental in creating and implementing a common vision, strategy and processes across the company’s multi-site contact center network, which helped establish the contact centers as strategic assets for the business.
Rose now continues her commitment to excellence in customer experience through her delivery of ICMI seminars and by partnering with customers on key projects. Her hands-on experience has equipped her with the ability to consult with contact centers on all facets of contact center management from strategic development and deployment of resources to quality program design and employee engagement. Rose’s passion and focus is partnering with customers to develop and implement strategies that create value for their respective organizations, customers and employees.
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