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Schedule 2024

Session 602: Creating a Cohesive Culture in Small Contact Centers

Cheryl Gregware  (AVP Customer Service Manager, ChoiceOne Bank)

Date: Thursday, October 24

Time: 4:00 pm - 5:00 pm

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Boost Your Culture, Revolutionize the Experience

Session Type: Case Study

Vault Recording: TBD

Creating a cohesive culture in small contact centers is essential for delivering consistent customer service and fostering a positive work environment. Integrating new staff with existing team members can be achieved through structured onboarding processes that encourage interaction and teamwork. Establishing a welcoming culture not only helps new employees feel at home but also reinforces a sense of belonging and purpose. Training programs should be comprehensive, focusing on the specific metrics that define your customer service standards. To conclude, ensuring that all employees, both new and current, feel valued and are motivated to meet client expectations is crucial. Such a culture-building session can be enriched by encouraging participants to share their experiences, thereby fostering a collaborative and continuous learning atmosphere. This approach not only benefits the employees but also enhances the overall service quality provided to clients.


Integrating new staff members with current
Insuring the expected level of customer service with new agents
Creating an inviting culture