Working Successfully with Gen Y in Call Centers

Presented by

Kevin Childs - Contact Center Practice Leader and Kate Donovan - Vice President, ManpowerGroup Solutions

About this talk

Generation Y has different characteristics from other generations. They not only want more from life, they demand it. They are self-confident, tech savvy, and high performers. They also require more work-life balance, flexibility at work, advancement opportunities, and a say in what’s going on around them. Call Centers pay a high price to find, hire, and train agents, so it's critical to focus on lowering attrition and employee retention efforts. Have you considered changing how your call center functions to accommodate this generation? If not, you may be at direct odds with today’s up and coming workforce – Generation Y Successful call center groups will make adjustments to their management styles, policies, and procedures in order to work effectively and get the most out of these employees. Attend this webinar to learn: •The demographic shift occurring in contact centers •The characteristics of Generation Y •How to communicate with and provide coaching, flexibility and development for Generation Y in a contact center setting Companies that take the time to make changes and adjust how they interact with their employees will obtain positive results well beyond just improved employee performance. The best result will be a higher level of customer satisfaction, which will drive customer loyalty and higher revenues. Eligible for 1 HRCI

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