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]
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:
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:
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.
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.
Calabrio, 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.
Published: Thursday, April 19, 2018
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.