Encouraging Employee Engagement In Your Contact Centre.
The moment one of your team speaks, emails, tweets or web chats with a customer, your culture is present and displayed. Whatever the purpose or current situation in your contact centre without getting your culture right, you will never fully realise your potential regardless of your offering, technology or training.
Culture – everyone owns it!
Most organisations have aspirations around developing a high performance, high engagement culture across the business.
From a contact centre perspective it is vital that the overall business culture objective is clearly understood and that specific strategies are defined and delivered that ensure team member engagement, ownership and buy-in
In practice this means real involvement and engagement in the development process from the contact centre leaders and the wider team and critically an understanding that this is not just words but something that underpins the way of working across the…
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