By Ben Willmott, Worforce Management Consultant with Teleopti
According to current estimates more than 1.1 million [i] people are employed in UK contact centres 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."[ii] 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.
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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.
[i] www.mycustomer.com/service/contact-centres/millenials-how-to-engage-the-next-generation-of-service-staff - 5th October 2015
[ii] DMG Consulting – "Building Employee Engagement in Contact Centers", March 2015
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: Monday, November 21, 2016
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