Whatever you call them, Millennials, the Millennial Generation, Generation Y or the Net Generation, those born between 1980 and 2000, are the future of our workplace. According to global consulting firm PWC, they already form 25% of the workforce in the UK. By 2020, Millennials will form 50% of the global workforce.
However, this influx of next generation employees comes with a very important health warning from worldwide management consultants Deloitte. During September and October 2015, they interviewed 7,700 Millennials from 29 countries and discovered that two-thirds of them expressed a desire to leave their organisations by 2020. The message is clear: businesses must adjust how they nurture loyalty among Millennials or risk losing a large percentage of their workforce. A sobering thought!
No wonder companies are under increasing pressure to re-evaluate their approach to people management and nowhere is this more evident than in the contact centre.
Keeping Millennials Happy
Interestingly, but perhaps not surprisingly, Millennials are tech savvy individuals who are more comfortable with new technology and are more likely to embrace unified communications and contact centre technology, but only if the technology in question offers them the flexibility and collaborative qualities packaged in a visually appealing and easy to navigate manner.
In fact, a common theme of recent industry reports is the importance the younger generation attaches to investment in technology, often a deal clincher when choosing a new employer. Technology combined with a favourable work environment are critical, a sentiment echoed by global IT solutions and managed services provider Logicalis. Of the 1,100 UK 13-17 year-olds they surveyed, 79% said "businesses will have to update IT and flexible work practices."
So how do we attract and keep today’s young talent? Here are five tips to get started:
Millennials want to see more than simple digital screen designs containing basic call handling metrics. Any visual communications solution worth investing in should be able to do more than gather data from an ACD or PBX and display call handling metrics onto a TV screen. To really engage with agents and create an environment that will attract talented individuals, wallboards and screens should be awash with exciting information; agent anniversaries, new employee introductions, new office openings, and other corporate announcements.
Many organisations are waking up to the fact that they will need to make changes to how they operate if they want to attract and retain highly motivated and engaged employees. Gamification, agent self-service, workforce management flexibility and the right technology to make life easier brings out the best in employees including the Millennials.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Wednesday, March 16, 2016
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