10 Principles Of Communication Culture

  1. Creating a communication culture is essential to a thriving call center.
  2. A communication culture interests, inspires, motivates and facilitates productivity.
  3. There are certain challenges that face the implementation of a communication culture.
  4. The first challenge is overcoming management’s resistance to change.
  5. The second challenge is building consensus and getting agents to buy in.
  6. To get agents involved, you must create a system of rewards and engagement.
  7. Agents want contests, rewards, prizes and surprises.
  8. Agents want to feel as though their jobs matter and their opinions are valued.
  9. The best call center executives see the creative potential inherent in the call center set up.
  10. Management must keep all channels of communication open for maximum effectiveness.

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