Management: Generation Y in the Contact Center – Who, How, and Why?

  • Understanding Millennials: Who Are They? What drives them? What are their significant attributes?
  • Considerations when managing this Generation: Implications on Scheduling, Work diversity, Training / Coaching, Contact Center and Corporate culture; Leveraging technology; Leveraging Millennials’ unique characteristics
  • Revving up for Gen Y: Dynamic Scheduling, Acknowledgement and Motivational Feedback and Coaching, Tinkering, Incentives

Air Date: Wednesday, February 19, 2014 – 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Greg Van Zandt, Senior Consultant, BenchmarkPortal
Season: 5, Episode Number: 2

CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.

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