Blog Post

What Makes a Millennial Contact Center Agent Tick?

The latest generation entering the workforce brings a new energy to the contact center, which also brings new challenges to the table for call center management.

But this generation also represents the new social customer, so understanding what makes them “tick” can provide invaluable insight into what motivates your customers.

On Thursday, May 10th at 2:00 PM (EST), Donna Fluss, a recognized thought leader and innovator in contact center and real-time analytics, will join me for an interactive webinar on how to play to the strengths of Gen Y agents.

In this webinar, you’ll learn how to harness the strength of Gen Y by:

  • Improving overall performance through positive, constructive and timely feedback
  • Adopting workforce management tactics that balance center and agent needs
  • Improving operational efficiencies by utilizing the latest technologies

Donna is also the newest member of our Productivity Plus Panel, which we created for contact center industry experts from around the world to share tips, tricks and techniques to help call center leaders improve productivity and increase revenue in their own centers.

As founder and president of DMG Consulting – the leading provider of contact center and analytics research, market analysis and consulting – Donna has spent 25 years helping end-users build world-class contact centers and vendors develop high-value solutions for the market.

She is the author of the book, The Real-Time Contact Center: Strategies, Tactics and Technologies for Building a Profitable Service and Sales Operation, as well as many leading annual industry reports on a wide range of contact center topics.

Look for Donna’s posts on this blog in upcoming weeks and click here to register for the webinar on May 10th.

About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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