Improve the Customer Experience Through Positive Company Culture

Do your Communicators like coming to work? If the answer is yes, then congratulations! If not, it might be time to evaluate your company culture.

As a contact center manager who is tasked with improving the customer experience, you know that positivity in the workplace spills over into customer interactions. But culture is about more than good feelings; it’s about a company’s overarching vision and values. You can tell a lot about the state of your culture by taking time to observe your employees and by assessing their attitudes and feelings about the job. If your culture isn’t readily apparent, here are some things to consider going forward:

  1. Define your culture. This might seem obvious, but unless you’ve thought it through and written it down, it probably isn’t giving you what you need. Consider what you want people to say about your company after they leave. Then, how can you create that environment? A few words should suffice.
  2. Educate your management team about your culture. Your management program shouldn’t just focus on policies and procedures; it should also talk about how to treat people, how to interact with Communicators, and what it means to be a leader. Celebrate new managers’ “graduation” from the program and give them something to remember it by.
  3. Make hiring decisions based on attitude and personality. Known for its excellent customer service, Netflix is looking for brand ambassadors, not simply experienced agents. Its leaders believe that people who are smart, friendly, enthusiastic, helpful, and reliable will excel at connecting with customers, troubleshooting, and solving problems, and will be a good match with their vision for the company.
  4. Progress your Communicators. Not everyone wants to be a manager, but most people do appreciate the chance to get ahead. In a contact center, that might mean moving to higher-paying programs or leading a small team of associates. Progression is based on goal achievement, so discuss goals your Communicators have and help set them up for success.
  5. Focus on making your workplace one of simple procedures and simple work philosophies. Simplicity helps Communicators focus on the right things, like using good judgment, focusing on the tasks at hand, and spending time with customers.

There are many good models to follow for exceptional company cultures. Take time to think, keep it simple, and be genuine. Your Communicators will thank you for it.

 Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.