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Article : How Generation Z employees Will Save the World

#contactcenterworld, @Calabrio

As life returns to normal, now is the perfect opportunity for employers to re-think their workforce strategy. Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment.

Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day. Take Generation Z, Gen Z or Zoomers as they are fondly called. Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. While it shares the advantages of being the first generation of mobile natives, Generation Z faces other challenges such as growing up in a recession and being thrust into a world of work turned upside down by a pandemic and widespread social unrest.

Be kind

In recent times, ‘be kind’ has become a mantra on how to live life in a troubled and uncertain age. The same mantra could equally be applied to how different generations treat each other and how employers can learn from the mistakes of the past. Think about how Millennials were treated. Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ It was a perception that pervaded the media at the time and caused unnecessary trauma to Millennials everywhere. Fast forward to Generation Z and nothing has really changed. Almost 4 in 10 Zoomers describe themselves as ‘hard working’ (38%), whereas a quarter of previous generations ie Y, X and Baby Boomers describe them as ‘lazy’ (22%, 29% and 23% respectively). Is it a case of history repeating itself?

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Listen and learn

It’s time for organisations to tune into the culture of Generation Z and not assume the worst as they did with Millennials. In fact, Zoomers are an optimistic group, with 25% saying they expect to have a better life than their predecessors. They also believe that having a job they love is the most important thing. It is time to cultivate this positive Gen Z spirit. After the challenges of recent times the world needs to tap into the fresh ideas, energy and natural enthusiasm of youth. The same could be said of contact centres.

How to adapt to Generation Z in four easy steps

The latest Workforce Engagement Management (WEM) solutions help to create a positive contact centre environment in which Generation Z will thrive. Aim for:

  1. Flexibility – when Calabrio surveyed more than 250 contact centre professionals recently, after higher pay (55%) the thing agents wanted most was flexibility (34%). Generation Z values flexibility and the new world of remote and hybrid work is ideal for them. Modern self-scheduling solutions provide autonomy to facilitate this flexibility. For example, the latest AI-driven Chatbots take shift preferences from agents and update their schedules automatically. They approve requests for leave and overtime in seconds giving agents the breathing space and extra income they want, while contact centres get the cover they need.

  2. Personalisation – jobs may no longer be for life but Generation Z staff still desire a meaningful career - our report showed 34% of surveyed agents wanted the sense of a career path. Having grown up in the "App Era" they also expect to see everything on their phones. Achieve both by allowing your newest recruits to visualise their performance and self-assess. Whether it’s average adherence, handle time or work time scores against goals – if all of this is on one screen, they can understand what’s important to the contact centre. Which means agents can see where they need to improve and how they can take control of their own performance.

  3. Simplification – Generation Z is not used to multiple applications in different places so keep processes and systems simple for maximum impact. From the moment they are recruited, support young staff with technology that blends mobile and desktop applications with CRM and critical business systems. This will provide a single pane of glass where complete customer journeys are reflected, from the channels customers use, to previous purchases and past conversations. Whatever their age, customer service advisors want to please customers and giving them the right technology will make the process easier and more satisfying for everyone concerned.

  4. Diversification – some of the most notable issues that Generation Z lists as more important to them, compared to other generations, are gender equality (13% Generation Z vs 1% Baby Boomers) and racial equality (20% Generation Z vs 6% Baby Boomers). Generation Z consumers want brands that are as diverse as they are. Similarly, Generation Z employees want to acquire many different types of skills that are often hindered by a traditional ‘cookie-cutter’ employee experience. The modern contact centre, driven by quality management, multichannel analytics and process excellence, offers everything Generation Z needs to satisfy their individuality, quench their thirst for knowledge and actively manage their careers.

#contactcenterworld, @Calabrio

About Ed Creasey:
Ed Creasey is Director of Pre-Sales International at Calabrio

About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Attention To Detail

Read today's tip or listen to it on podcast.

Published: Tuesday, January 18, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

About us - in 60 seconds!

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