The start of a new year or a new quarter is the perfect time for contact center managers to evaluate and revamp the policies and procedures that support their operations to ensure a positive contact center culture based on company values that permeates the organization and ultimately impacts the customer experience.

“Strong cultures exist when the organization’s core values are understood and accepted throughout the ranks,” says Burke. The role of the manager should not be to force employees to memorize and repeat corporate values on a daily basis, but to embed the values into every aspect of contact center operations so they become synonymous with the organization, organically.”

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