Working in a contact center is stressful. It's easy to get caught up in the daily demands of the job and ignore the importance of developing and maintaining a positive culture. Click through this presentation for a few ideas you can use to foster a healthy work environment, boost employee engagement, and in turn improve the customer experience. All of the insight in this presentation was sourced from the #ICMIchat community. #ICMIchat is a weekly Twitter chat designed to provide relevant networking and learning opportunities for the contact center and customer service industry. The chat takes place every Tuesday at 1pm ET and is open to all. To learn more, visit the #ICMIchat forum: http://www.icmi.com/forums/forum1005-icmichat-forum.aspx

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12 Ways to Improve Contact Center
Culture

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Insight from our April 5, 2016 #ICMIchat

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Q1: Do you encourage employees
to take a lunch break? How
important are breaks to culture &
productivity?

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The Importance of Taking Breaks
Tip #1: Consider eating lunch as a group.

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The importance of Taking Breaks
Tip #2: Encourage agents to take small breaks throughout the day.

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Q2:What’s the biggest factor that
influences employee satisfaction?

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“Must-Haves” for Employee Satisfaction
Tip #3: Invest in continual learning.

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“Must-Haves” for Employee Satisfaction
Tip #4: Communicate purpose and appreciation.

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Q3: What are some low cost ways
to invest in employee
development?

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Employee Development on a Budget
Tip #5: Encourage peer led training.

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Employee Development on a Budget
Tip #6: Start an office book club.

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Q4: Who’s responsible for creating
culture in the contact center? Who
impacts it?

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Who’s in Charge of Culture?
Tip # 7: Lead by example.

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Who’s in Charge of Culture?
Tip #8: Hire for cultural fit.

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Q5: How much does the design of
your office space impact
culture/morale? What’s the ideal
design?

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The Design & Ergonomics Factor
Tip #9: Consider an office layout that enhances your team needs/
structure.

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The Design & Ergonomics Factor
Tip #10: Make sure your office space is a reflection of your company
goals & values.

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

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Celebrating Milestones
Tip #11: Host quarterly parties to recognize anniversaries and birthdays.

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Celebrating Milestones
Tip #12: Enlist the help of a company social committee.

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Join us Next Time!

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Check out our forum for a full
recap: http://ubm.io/25N3ckv