Ok, so we have given a thorough appraisal of our contact center’s culture, and it stinks. Or, maybe it doesn’t stink yet…it just has the faint, slightly acrid aroma of mediocrity. Wherever our department lands on the cultural stench scale, there is always room for improvement. As I mentioned in my last post, the great part about this aspect of our business is that we, as leadership, have 100% control over the culture of our department.
We control culture because our staff look up to us. In other words, they watch us. Sure, there can be the company mission statement written on the back wall, and company values printed all over the mousepads, but what are we doing to further these ideals within our daily interactions? For instance, do we crack jokes about a customer who is being difficult? While it may garner some immediate laughs, it gives not only the impression, but the outright proof that we don’t care about about all of our customers. How about accountability? Does the expression, “Crud rolls downhill”, apply at your contact center? If so, you need to find another career. If leadership takes accountability for actions- good and bad, the organization is freed from the chains of fear. When we spend all day covering our rear-ends, we don’t have time to focus on what needs to be done! The best bosses I have ever had were not afraid to admit they screwed up. The fact is, we work harder for people we respect. Another theater for us to consider culturally, here in the 21st century, is social media. Are we “friends” with our fellow employees on social media? If so, how do we talk about our jobs in posts? Also, do we engage in the fiery, divisive rhetoric, politically speaking, that so many others do on social media these days? Do not be deceived…our employees see this and it helps inform their opinion of us and our organization.
If we are to be true culture warriors, we must live it 100% of the time. We cannot fake it. The truth is, if we do not love what we do and who we are doing it for, we cannot hide it. Conversely, if we DO love what we do and who we are doing it for, we cannot hide that either! So lets, not fake the funk! When we care, everyone can see and the stench of a bad contact center is replaced with the sweet smell of success!
Publish Date: February 20, 2018 6:32 PM