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Article : Introducing Gen Z – “Millennials on Steroids”

#contactcenterworld, @Calabrio

Understanding the Snapchat, Smartphone generation is essential for building highly effective contact center teams

The worldwide director of J Walter Thompson’s Innovation Group, Lucie Greene, famously referred to Gen Z or Gen Zers as "millenials on steriods" [i]. Born in the late 1990s to the 2010s, this Snapchat, Smartphone generation are the first true digital natives (having never known a world without the Internet) and they are about to enter the workforce. Just as you thought you had Millennials overed, along comes another demographic to add to the mix.

As contact centers grapple with the demands of round-the-clock, multi-channel communications, employers need to keep one step ahead with a relevant recruitment strategy and innovative Workforce Management (WFM) infrastructure to match. It’s time to understand what Gen Z wants from work, if they differ from Millennials and how to make them part of an efficient, highly motivated contact center.

What makes Gen Z tick?

When job website provider Monster teamed up with global research firm TNS to find out what it takes to attract the Snapchatting, Smartphone addicted, video streaming generation,the results were surprising: [ii]

  • Entrepreneurial and self-reliant – 76% of Gen Zers believe they are owners of their career and nearly half (49%) want their own business

  • Money and security – are what Gen Zers value most and as a generation brought up in times of recession when family and friends lost jobs and homes, this makes absolute sense. Their ideal job package sounds more like their grandparents’ with health insurance and ‘a boss to respect’ high up on the list of demands!

  • Hard work – Gen Zers are no slackers with 58% saying they are willing to work nights or at weekends for a better salary and 74% prepared to move for a good job opportunity.

Growing up in an era of change means that Gen Zers are also prone to fierce competitiveness and independence as a survival mechanism. They want to know what the rules are and that they are fair. They also want to be judged on their own merits, showcase their individual successes and need regular recognition for their efforts and performance.

Millennials on Steroids?

So how do Gen Zers differ from their slightly older counterparts? Are they just "Millennials on Steroids" or are they completely different? When it comes to the workplace [iii] Generations Zers differ in four ways. They are:

  1. Independent vs collaborative – Gen Zers are often far more territorial than their Millennial colleagues, preferring to go it alone in the face of stiff competition.

  2. Appreciate face-to-face communication – Gen Z has grown up with the benefit of experiencing communications using full sight, sound and motion such as Skype and Snapchat and can strike a happy balance between their online and offline worlds.

  3. Prefer on demand learning vs formal learning – Gen Z has seen the pressures faced by Millennials burdened with years of university debt and are determined to be resourceful and find alternative ways to educate themselves.

  4. Advocate role hopping vs job hopping – Gen Zers would prefer to have many different roles in the one place of employment to gain work experience.

Building a contact center for the future

Rather than fear the arrival of another dynamic to the already complicated contact center environment, employers should focus on the WFM areas that bring out the best in Gen Zers and benefit all staff, whatever their age. Therefore, make the following your top priorities:

  • Self-service will appeal to the independent, self-reliant nature of Gen Zers. Agents are empowered to control their own schedules, select breaks and lunches, swap shifts, and request time off with immediate feedback from their manager

  • Re-think your learning environment – be sure to develop a portfolio of different learning styles, a mixture of traditional in-classroom training and online or virtual sessions to suit all generations and use WFM to allow time for training. Take this one step further by tapping into Gen Zers’ need for on-demand interaction by creating a dedicated e-library of learning. This could feature anything from online tutorials to training documents and hints and tips from fellow colleagues. Make it collaborative so they can share their own thoughts and ideas with others. Finally, build e-library time into their busy work schedules to open up the doors to self-discovery at a stress-free pace.

  • Make room for ‘face’ time – the Snapchat generation grew up in a very visual world and can readily move between their online and offline worlds. They thrive on face-to-face communication so think of ways of incorporating this into the contact center especially when it comes to mentoring or team meetings. Make room for Skype and FaceTime to bring out the best in your Gen Zers. Consider extending this approach to your customers by creating a deeply immersive experience using the latest innovations in Virtual Reality.

  • Honest appraisals and rewards – make the most of advanced WFM reporting and dashboards to provide a real-time snapshot of performance in a fair and transparent way. Equally, communicate your company mission and procedures clearly and actively gain feedback for important decision-making – everyone likes to be involved, whatever their age.

  • Attract and retain the best talent – if Gen Zers thrive on role hopping rather than job hopping, give them the flexibility to move from department to department to learn something new. Contact center leaders should work with HR to build a work environment that makes them the employer of choice for all generations with clear career paths and continuous training. It might even stop those fickle Millennials from job hopping to the competition!

Be prepared to embrace staff from all generations using the latest WFM technology and you’ll be rewarded with a high-performing, multi-generational contact center that lowers attrition rates and recruitment costs and leads to satisfied customers and healthier profits.

#contactcenterworld, @Calabrio


About Daniel Mayer:
Daniel Mayer is Customer Success Manager and Senior Consultant at Teleopti. Joining the Teleopti team back in 2012, Daniel has over 5 years’ experience implementing Teleopti WFM in businesses and CC sizes across Europe and North America. He has a background in ERP systems and business administration.

About Calabrio:
Company LogoCalabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
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Today's Tip of the Day - Incentives

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

Published: Thursday, April 19, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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