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Article : The Potential Of Multi-generational Contact Centres

#contactcenterworld, @Calabrio

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.

  1. Re-think your training environment – what appeals to the younger generation might not bring out the best in experienced, more mature individuals. Be sure to develop a portfolio of different learning styles, a mixture of traditional in-classroom training and online or virtual sessions including the latest gamification techniques.

    Pair up recent graduates with seasoned professionals. That way, both parties benefit as Millennials have the opportunity to explain their intuitive understanding of the digital age while learning valuable skills that only experience can bring from their older colleagues. Meanwhile, in an age where those approaching middle or retirement age can feel left out, mentoring can boost self-esteem and make them feel valued.
  1. Keep staff motivated – once good team-work is in place, it can be marred by an inequitable approach to goal-setting, appraisals and rewards. Make the most of advanced workforce management (WFM) reporting and dashboards to provide a real-time snapshot of employee and team performance against specific contact centre key performance indicators (KPIs), or customer service level agreements (SLAs) in a fair and transparent way.

    Similarly, use automation to make life easier and more interesting for contact centre agents. Simple tasks such as brochure fulfilment and utilities meter reading can be handled by technology, leaving staff with time to devote to complex enquiries or the chance to turn around unhappy customers by delivering a personalised service.

    Everyone wants to feel involved, whatever their age. Create a work environment where agents feel part of everything from the company mission, to their fellow team members and the customers they serve. Actively gain their feedback for important decision-making through regular focus groups, where management listen but don’t necessarily speak.

    Introduce the latest gamification features to motivate employees, provide a forum for sharing top tips and encourage healthy competition and reward individual and team performance in a fun environment.

  2. Social media – love it or hate it, social media is here to stay and the whole contact centre needs to understand it and make it work.

    Think age before beauty! Don’t fall into the trap of using your youngest team members to deal with social media enquiries. Older staff are more likely to have well-honed customer service skills and in-depth knowledge of your organisation’s products. Social media can be learnt in a matter of weeks, years of experience take far longer!
  1. Flexible working – think technology and place, as well as working hours. The benefits of a Bring Your Own Device (BYOD) scheme may mean your tech-savvy younger generation flourishes with multiple apps, working from more than one device and in various locations. While at the same time, mature workers will benefit from the use of technology they know and trust.

    Using self-service, agents are empowered to control their own schedules, select breaks and lunches, swap shifts, and request time off with immediate feedback from their manager. This means that older members of staff, for example, might apply for earlier start times while the younger members recover from their nocturnal social whirl and will perform at their best later in the day!

  2. Work closely with Human Resources – contact centre managers should work with HR to build an environment that makes them the employer of choice for all generations with clear career paths and continuous training, a real competitive differentiator. Benefits shouldn’t just be financial. Is the office warm enough, are the chairs comfortable? Perhaps you could offer a free breakfast every day, birthdays off and plenty of social events, including funding for different groups I.E. Cycling, singing, etc. to make everyone feel connected.

    Nothing is worse than overwork and stress to make staff head for the hills. Maximise the latest forecasting technology to right-size your contact centre for the future. Running a series of ‘what if’ scenarios can predict staffing needs not just for regular seasonal fluctuations like Christmas or upcoming new marketing campaigns; they can strategically support your organisation’s long-term business plan.

    The rewards of developing a slick and success multi-generational contact centre are exponential: enthusiastic staff, lower attrition levels and recruitment costs, happier customers and healthier profits.


#contactcenterworld, @Calabrio


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:
Company LogoThe 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.
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Today's Tip of the Day - Knowledge Based Solution

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

Published: Friday, December 16, 2016

Printer Friendly Version Printer friendly version

2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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