“Culture” is not a task or short-term project for the contact center. It is the very essence of the operation, the very heart of how the organization values its customers, its agents, and its impact on markets and communities.
“Culture,” more importantly, is not something that exclusively resides inside the contact center walls. It is something individual employees and supervisors possess – and espouse – in their daily lives. These agents, consequently, do not have to “pretend” when they get to their desks. They successfully represent the brand and engage with customers merely by being who they are.
As anyone who has met its team at a CCW event can attest, Johnston & Murphy possesses this optimal form of contact center culture. Employees passionately believe in the organization’s mission, and they work enthusiastically to turn that lofty mission into an undeniable reality.
How did they get there? And how do they build performance and operational management into this culture? Johnston & Murphy’s Leigh Roach shared her insights at the recent CCW Nashville event. Listen below.