Paula Klee Addresses Contact Center Culture

What if you or your contact center agents had to look in the mirror before they picked up the phone? Would smiles be reflected? When you smile, or frown, the listener can hear this on the other side of the phone. Paula Klee Parish wants your contact center agents smiling. An expert on communication, leadership development and management, Klee President is Founder and CEO of Performance Solutions, Inc. She joins Customer Management IQ to break the silence on the contact center culture question.

In this podcast interview Parish asks leaders to ask themselves if their contact center is where it needs to be, and if it isn’t she asks for a leadership audit. The culture and habits are set by the leader and while this is difficult to create a positive culture in the contact center, leaders that establish this culture will create a hub of negativity and sarcasm.

The culture of the organization is reflected in the contact center. Contact Center leaders must ask themselves what kind of culture they are creating. If the leader sets a fear-based culture of negativity, the contact center agent behavior will reflect this negativity.

If your contact center is not performing the leadership issue must be addressed. Who is leading the team?

Parish knows the importance of cultural respect and understanding in the contact center environment. She provides actionable tools to improve communication. Find out how you can create a high performing workforce team by improving contact center leadership, and in turn, culture.