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Tommy Palomaki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact centre professionals, whatever their generational profile.
According to the International Customer Management Institute (ICMI), "for the first time in history, our workforce is comprised of four generations, and that will jump to five by 2020!" Many headlines talk about engaging Millennials, who are typically between the ages of 18 and 35. Admittedly, they account for almost 50% of employees today, but what about the other half of the working population? High performing companies excel at attracting and retaining the brightest, most passionate people, inspiring them with a common culture, whatever their profile or age.
Each generation comes with its own unique perspective on the workplace and shares different career aspirations. Baby Boomers, born between 1946 and 1964 typically prioritise work over personal life, whereas today’s Millennials demand a high work/life balance, are confident and expect immediate recognition and rewards.
For today’s contact centre leaders, this presents an exciting, albeit challenging, conundrum. Creating a successful multi-generational contact centre lies in harnessing the unique talents of every age-group. Don’t delay! Here’s a five-point plan to put you on the right track.
About Tommy Palomäki:
Tommy Palomäki, held positions as a resource planner and customer service manager before joining Teleopti in 2012 as a WFM consultant and project Manager. Tommy has experience of implementing WFM solutions in large and small contact centers across different industries including finance, private companies and government agencies.
About Calabrio:The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Published: Friday, December 16, 2016
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