5 Tips to Build the Right Business Culture in the Contact Center

Good organizations are built around good people. Beyond the dollars and cents of recruiting and training, appreciating the knowledge level and tenure of associates is an important part of culture. It creates engaged associates and benefits the brand, the associates and the contact center. Follow these 5 tips to increase your associates’ engagement and build your unique culture.

  1. Select the right candidates.


  1. Invest in training to deliver performance.


  1. Communication is key to retaining talent.


  1. Broadcast Opportunities


  1. Reinforce Recognition


The benefit of retaining good Brand Specialists by creating engaged associates goes beyond recruitment savings. When engaged customers connect with engaged associates, companies experience a 240% boost in performance-related business outcomes, according to Gallup. The practice of supporting Brand Specialist growth; celebrating their development in becoming competent, capable and confident; and providing opportunities to groom them for future positions with more responsibility requires investment. All of these components in the underlying culture create the benefit of tenure, provide appreciation for a job well done and contribute to building the right business culture in the contact center.

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