4 Ways a Collaborative Culture Benefits Your Contact Center

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Teamwork, sharing knowledge, and best practices feed company culture. With widespread collaboration, employees are more likely to engage in their work and embrace challenges that take them to the next level. 

According to a white paper from the UNC Kenan-Flagler Business School, when collaboration permeates organizations, they experience substantial bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability.

So what is a collaborative culture, and why does it benefit your contact center? 

What is a collaborative culture? 

Collaboration doesn’t just happen because someone decides to initiate it. Instead, it’s ingrained in the process of how people structure their days and how the attitude they bring to interactions. At its core, a collaborative culture embodies the idea that we are better together.

Here are 4 ways fostering this culture will benefit your contact center: 

1. Agility: When collaboration improves, so does an organization’s ability to navigate sudden and dramatic change – like a pandemic. 

2. Engagement: Your company could be at risk if you aren’t proactively working on your team’s engagement. 

3. Recruitment: Collaboration gives you a competitive advantage in attracting top talent. Highly motivated job prospects want to work for people they respect and can learn from. 

4. Retention: What’s the best part about having engaged employees? Happier, more fulfilled workers. Why would they leave if their work is fulfilling, their team works well together, and they receive the recognition they crave? Collaboration sets the foundation for a more open culture that keeps people loyal and committed to the organization.

Modern businesses must offer the technology to support the remote, virtual and mobile workers while supporting the buying patterns of their customers. Total experience extends beyond perfecting the customer experience. It takes into account the employee and user experience and how this impacts the journeys your business offers.

With decades of experience and knowledge of the relationship between the employee and customer experience, Smartz Solutions maps these journeys to give businesses the power of managing total experience.

Smartz Solutions is a cloud-based omnichannel communications platform. Our competitive advantage is how we bring together back office, communications and employee engagement under one fully integrated stack.