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Contact Centers, Workforce Optimization and Demographics

May 25, 2017
By Frank Griffin - Contributing Writer

The workforce in contact centers are going to be operating with different demographics. Millennials and Generation Z will make up the bulk of the personnel, and for operators, having the right solution, which will be dominated by digital technology in place, will play an important role in ensuring the successful operation of the organization. For administrators and managers, understanding how each group uses technology will go a long way in delivering the best possible service for their customer as well as making their employees more efficient.


An article written by Anand Subramaniam, titled, "Making next-gen contact center agents successful in the digital era" on customerthink.com highlights the clear difference between both groups. Everything from how they make choices to how receptive they are to training is clearly outlined by Subramaniam by citing different sources.

When it comes to the contact center industry, the issue of training and the data points that support their differences is quite sobering. This includes Millennials having attention spans of 12 seconds compared to only 8 for Gen Z, and the fact that Gen Z don't like formal training, instead preferring to learn on the job. For contact center operators that rely on traditional methods of training and onboarding new agents, there will be some considerable challenges.

The silver lining of this data is there are solutions in the market place designed to more effectively asses each employee, whether they are Millennials, Gen Z or even Baby Boomers.

Workforce optimization and call recording solutions with analytics can now assess call center agents with more accuracy. The CSI Virtual Observer combines both features giving contact center operators call recording, evaluation and scoring, performance and trending reports, dashboard analytics, and VO Live screen monitoring for agent assistance in one dashboard.

Administrators and agent have access to tools that improve training with an Agent Portal and E-Learning for developing agents faster and more effectively according to the specific requirements of the organization.

The Agent Portal lets agents review their performance from recordings of their interactions with callers. They can go over their conversations and see what they have done right, as well as identifying any mistakes so it won't happen again. The portal can also be accessed by supervisors to review the calls and performance of their agents with color codes for agent evaluations. The colors represent the status of each review, including disputes, resolutions, completion of tasks and updates.

This type of seamless review process within a call center makes it possible to train agents with greater efficiency by continuously evaluating each performance and making improvements, whether they are a Millennial or Gen Z. 




Edited by Maurice Nagle



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