Have You Gone Nose-Blind To Your Culture? - Bryan Crouch - ContactCenterWorld.com Blog
How often do we discuss culture in regards to our contact centers? Probably too often. Its funny, because in our efforts to focus on this most foundational aspect of our operations, we can lose the real heart of the matter in all the noise. We all want to be culture warriors, and I am sure most of us would describe ourselves as such, but why are so many contact centers black holes of enthusiasm and joy??
Culture is kind of like an aroma. We are all "nose-blind" when it comes to the smell of our own homes, because its where we live. No one thinks their home smells bad, but when we have entered other people's homes, we can sure smell what they don't! The same is true of contact centers...we have all likely walked onto the floor of some contact centers and immediately felt an oppressive, almost depressing aura surround us. If you asked the leadership of these dens of sorrow, they would likely say their culture is terrific.
This begs one question- have we gone "nose-blind" to our own contact center's cultural aroma? We don't know unless we ask. Ask some reps and supervisors how they feel about your organization's culture. Or better yet, ask someone in an entirely different department for their take on your department's culture. Their answer may surprise you. If the answer is not what you're hoping to hear, do not despair! The great part apart culture is, it is something that leadership can control 100%. In future entries, we will explore ways in which we can right the cultural ship. In the meantime, lets all look around and give our contact centers the good, old fashioned, sniff test.
Publish Date: December 29, 2017 12:47 PM