Here is a good idea for promoting good communication in your contact centre.
It can be hard to encourage knowledge sharing and good communication in a contact centre with an ‘us and them’ mentally existing between the teams.
One way to overcome this is to mix up your teams and/or seating arrangements two or three times every year. This should help to break down any communication barriers and encourage a more cohesive working environment.
If you are faced with some resistance, you could support each ‘changeover’ day with a day of team-building activities.