Another Contact Center KPI episode has dropped and Peter Ryan is this week's guest!

Peter is the Founder & Chief Analyst at Ryan Strategic Advisor and has over 20 years of experience in the contact center consulting world.

Company culture discussions seem to be missing within the contact center community and Peter is here to help you set the foundation to help you get it right. 

Here are 3 things you can do that will directly impact company culture:

• Start with internal focus groups. Not online surveys. Find out a few things: what makes your employees want to come to work, what gives them a pit in their stomach, what motivates them, etc.

• Act on the valuable information. Once you get your "results", put together an action plan. If you don't do anything, you start to lose employee trust.

• Assign one person responsible for company culture that has a strong positive reputation. When you assign a committee, it never works as things don't get done. But remember this person needs to have the authority to be able to make changes.