chapter  1
Pages 16

Culture, or more precisely business culture, is the environment in which the practice of business takes place. This environment includes both physical and psychological spaces. The culture of these spaces is initially set by a leader of an organization and is then reformed and replicated in daily work activities by people within the organization. The goal of any business should be to create the best and most productive culture possible to enable the highest possible bottom-line return on investment (profitability). How this culture is created and what it entails differs greatly from company to company, manager to manager, and organization to organization. This chapter examines specific approaches to creating a positive and profitable culture within a call center.