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Top Workplace Best Practices for Contact Centers

Top Workplace Best Practices for Contact Centers 

The workforce is a “mash-up” of diverse multi-cultural and multi-generational personnel. Organizations that want to attract and retain top talent and be considered employers of choice need to use workforce best practices to engage employees and let them know that their contributions are important to the mission of the company, so they feel good about going to work. Here are some of the “best of the best” practices that are effective in helping to attract and retain employees. It’s not about catering to Millennials, the largest demographic in the workforce today, but instead it’s about creating a work environment that plays to everyone’s strengths. (These best practices are ideal for contact centers, and also apply to many other operating areas.)

  1. Train your employees – make sure everyone knows how to do their job and has the information, systems and support needed to excel and deliver an outstanding customer experience.
  2. Give employees visibility into their performance – ensure all employees know their goals and how well they are meeting them on a continuous basis throughout the year.
  3. Know your employees – take a personal but professional interest in your employees so they feel you care about them and are committed to helping them succeed.
  4. Appreciate staff contributions – communicate to each employee that their contributions to the company are important.
  5. Create a collaborative and supportive working environment – be sure everyone knows how to get help when they need it.
  6. Create an engaging and fun work environment – make it fun and enjoyable for people to come to work.
  7. Give all employees a voice – welcome constructive input, feedback, suggestions and recommendations.
  8. Treat all employees consistently and fairly – don’t play favorites.
  9. Provide a work/life balance – allow employees to get ahead and be recognized for the work they do during normal business hours; don’t expect employees to dedicate themselves to your company at the cost of their family or other commitments.
  10. Give employees scheduling flexibility – allow your staff to have input into their work schedules, and give them the ability to change their plans without being penalized.
  11. Reward and recognize employees – show the company’s appreciation for a job well done.
  12. Provide opportunities for career and personal development – provide employees with a path for advancement within the company so there is no need for them to go elsewhere to get ahead.
  13. Create an inclusive work environment – welcome a diverse staff who have the skills required to do their jobs.
  14. Be a socially and ethically responsible company – have your company encourage participation in activities that make the world a better place.

The objective of these best practices is to develop a positive, creative and fulfilling work environment – as employees who are treated well tend to reciprocate and do a better job. Satisfied employees are also more likely to remain with a company because there is little reason for them to go elsewhere; this is very important for contact centers, as they typically invest 2 – 16 weeks in training staff. The common thread among these best practices is that small acts of kindness go a long way to building a strong and dedicated workforce and are well worth the investment.

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.

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