More Than Just Lip Service: How To Turn Corporate Values into Lived Behaviors in Your Contact Center

Posted: March 2, 2018

Communication – We have an obligation to communicate.
Respect – We treat others as we would like to be treated.
Integrity – We work with customers and prospects openly, honestly, and sincerely.
Excellence – We are satisfied with nothing less than the very best in everything we do.

Do these corporate values sound familiar to you? Given that some 89% of companies have core values of some kind, it’s likely that you’re accustomed to these types of statements, which many companies all over the world proudly align themselves to.

The difference with this list of values is that they’re pulled from the 2000 Annual Report of what would become one of the most unethical companies of all time – Enron. In the wake of Enron’s 2001 accounting scandal, it quickly became clear to shareholders and customers alike that these values meant nothing, in a corporate culture where greed reigned supreme.

While Enron is an extreme example of values fallen by the wayside, sadly it’s all too often that company value statements are pinned up on the wall and forgotten about, while lived culture brews all practices and tactics which make for disempowering, politically-charged or unethical working environments.

It’s a sad thing that the contact center is so often a place where these practices are often seen and publicized. From KPIs that cause role conflict and stress, to high-pressure sales tactics employed by desperate staff at the expense of vulnerable customers, there are companies everywhere who pay lip service to great culture while allowing awful business practices to impact on customers and agents alike.

[Read more at CustomerThink]

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