What Is a Silo? Related Articles It’s Time to Eliminate the Contact Center Silo Avoid Silo Problems in Your Contact Centre Channel Strategy Definition: Contact Centre Jargon and Terminologies An Introduction to... Contact Centre Analytics © freshidea - Adobe Stock - 277817492 228 Filed under - Definitions, EvaluAgent What Is a Silo? Operational silos describe any processes, business units, management style or group of employees that don’t interact with other processes, systems or employees. In theory, silos encourage expertise and make members feel responsible and accountable for their role in the organization, while providing focus for teams and individuals alike. In practice, silos encourage behaviour that is primarily beneficial to the people within the silo. As office politics develop, collaboration deteriorates, decision-making becomes poorer and teams become increasingly inward-looking. Whatever the cause of silos, the mentality they bring with them is rarely in the best interests of the organization, and never in the best interests of the customer. Thanks to EvaluAgent Author: Jo Robinson Published On: 2nd Sep 2022 Read more about - Definitions, EvaluAgent Recommended Articles It’s Time to Eliminate the Contact Center Silo Avoid Silo Problems in Your Contact Centre Channel Strategy Contact Centre Jargon and Terminologies An Introduction to... Contact Centre Analytics Related Reports White Paper: Voice in a Multichannel World White Paper: Artificial Intelligence - Its Place in the Contact Center White Paper: Consumer Duty Compliance Through Effective QA The Essential Team Leader Playbook Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter