What standout cultural trait do you see in the most effective contact centers? It’s a question I’m often asked. But before I throw my thoughts into the ring… what would you say?

An engaged workforce? A customer-first focus? A strategic mindset?

These are all great answers. And fortunately, we don’t have to focus on one to the exclusion of others.

Here’s my take. I notice a different mindset in the most effective contact centers. The work we handle continues to change, and many managers can grumble about that (I’ve been guilty of this): “We’re the dumping ground for everything the rest of our organization didn’t figure out!” But the standout contact centers flip the script. “That’s what we do! That’s a key part of our mission.” I hear terms like backstop, catch-all, and the A-Team. “Bring it on.”

This “bring it on” perspective is a hallmark of the most effective contact centers. I believe it encapsulates the best of an engaged workforce, strategic thinking, and a customer-first focus, and it’s crucial for thriving amidst the inevitable changes ahead. Change is the only constant in our industry—a cliché, yes, but one that feels truer now than ever before. As we navigate rapid advancements in technology, shifting customer expectations, and an uncertain and ever-evolving economy, the ability to thrive amidst change is critical for our organizations, our teams, and each of us as individuals.

Keep reading at icmi.com to learn 3 strategies for thriving amidst change.