Company Culture
Peter Ryan 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.
Key takeaways from Peter Ryan
1. Start with internal focus groups to find the “problem” within your company’s culture.
The goal of these focus groups is to 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.
Anonymous surveys aren’t going to help, Peter highly recommended in-person focus groups or worst case over Zoom.
With company culture being dynamic, this won’t be a one-and-done scenario. It will be important to repeat however often is needed based on the current culture vs. your desired company culture.
2. Act on the valuable information.
Start by sharing a date for the focus group.
Then share a date for the results from those focus groups.
Once you get your “results”, put together an action plan and share it. If you don’t do anything with those results, you start to lose employee trust.
3. Assign one person responsible for company culture that has a strong positive reputation and is a Doer.
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. It can’t just be a “title”.
