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Along with the next generation of contact center advisors (Generation Z) comes the perennial problem of how to improve motivation. Also known as Post-Millennials, Generation Z is the group born since just before the start of the millennium. They have their own particular take on the world and they are bringing their unique perspective to your organization. So, what do we need to know about this next wave of talent? Are you ready? Embrace yourself; because generation z is just rising.
This tribe of ‘digital natives’ or ‘screenagers’ grew up in a world steeped in financial and political turmoil and, as a result, they are keen to look after their money and make the world a better place.
Most importantly, the report also points out that Generation Z is the first truly global generation and companies may need to: “Retool what they think they know about their incoming employees.” Companies really can impact their recruiting and retention success by paying attention to what makes this generation tick.
But before you commit your valuable time to unraveling the mysteries of these newbies, ask yourself a simple question: is it really going to help?
Can we really define people purely by the generation they were born into?
Surely not everyone born into a certain generation behaves in an identical manner. After all, aren’t we all individuals at heart?
Why stop at the era that people were born into? Why not delve into whether they are an Aries or a Capricorn? Perhaps it would help to know whether they were born in the year of the Rat or the Rooster?
Alternatively, if celestial bodies and the zodiac don’t move you, there’s always Jungian personality testing such as the Myers–Briggs Type Indicator (MBTI).
In an ideal world, we would all love to get to know every individual at a granular level, but when you are managing 50, 100, 500, 1,000+ agents, it’s simply not practicable.
Businesses are already struggling to accommodate the multiple generations that are currently in the workplace; the addition of Generation Z simply adds yet another layer to an already complex mix.
Baby Boomers, Generation Xers, Millennials, Generation Zers; this melting pot of different identities is always likely to cause a degree of friction, dysfunction and even conflict. The key is to acknowledge the different generations, but then find a common solution under which they can all thrive.
Everyone should have access to timely, relevant information, that is clearly communicated and meaningful at both an individual and collective level.
In an era dominated by the need to absorb information in the fastest possible way, far too many contact centers still rely on outdated processes such as the decades-old spreadsheet.
The 21st-century contact center demands intelligent tools that communicate relevant information in a clear manner and reveal insights that everyone can understand.
Which is why companies like TalkAgent have focused a great deal of their efforts on creating engaging and intuitive dashboards that disseminate information in a universally understandable format.
These dashboards have been engineered to collect data from multiple sources and then present it simply and intuitively.
Customer metrics, agent performance and management overview have never been so easy to recognize and act upon.
Furthermore, by communicating clear information directly to agents, the dashboards enhance the team’s ability to act autonomously, which increases engagement and motivation.
Delivering clear, real-time communications across your entire workforce quite simply enables everyone to do their job more effectively. And, as a direct result, it paves the way for your organization to save time and money while improving that all-important customer experience.
It’s true that the agents in your contact center belong to very distinct and clearly defined generations, each with its own unique style of working. But there is one activity that has united people of all ages, since the very dawn of time.
It’s called communicating, and that’s something every generation can agree upon.
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Absolutely love this article and could not agree more. As a 40 something individual working in consulting and corporate with varied cultures, I love and thrive off this generation. I may not form part of this generation but I do display and embrace many of the same qualities and competencies, wants, needs and drives of this generation. Working with my generation and the generations between me and the millennial”s is like pulling teeth to put it in layman’s terms. I am involved in many cross competency arenas and you are spot on! Thanks for this and shared with colleagues who are not necessarily on the same page as us. thanks a trill