September has that “back to school” feeling and Ben Willmott of Teleopti recommends three simple workforce management strategies to attract the brightest young talent and keep ahead of the competition.
According to current estimates more than 1.1 million people are employed in UK contact centers and a substantial number are from the younger generation. In just five years’ time, today’s youth will form 50% of the global workforce. What’s more, their career expectations and technical know-how will shape the workplaces of the future, putting new pressures on companies wishing to attract the best young talent to drive business growth and keep one step ahead of the competition.
So what is the secret to becoming the employer of choice for the younger generation and how do you prevent them from straying to the competition? Don’t delay in taking the first step, prepare now. Start by understanding the psychology of today’s up and coming customer service professional. What really makes them tick?
In a nutshell, young people are, in the words of DMG Consulting, “a highly social generation that puts work/life balance ahead of their careers.” They work hard and they play hard. At the same time, they need to be constantly acknowledged, rewarded and engaged in the workplace. They desire – and expect – to be involved in everything from the company mission to the contact centre team and the customers they serve, and they want to make a difference right away.
The next step is to transform your contact centre environment, adapting it to bring out the very best in budding young customer service professionals. Combining a flexible framework with the latest Workforce Management (WFM) technology is the way to go. Here are three strategies to get you started:
Understand what makes the customer service professionals of tomorrow tick. Follow these three simple steps and your contact centre will be rewarded with a workforce that will want to stay with you, confident they have a well thought-out career path and the ability to make a real difference.
Publish Date: September 16, 2016 5:00 AM
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
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