|[May 02, 2012]
Knowlagent and DMG Consulting Host Webinar to Help Contact Center Managers Maximize the Strengths of Gen Y Agents
ATLANTA --(Business Wire)--
Knowlagent, the leading
agent productivity solution for the world's 10 million call center
agents, and DMG Consulting LLC, the leading provider of contact center
analytics research, market analysis and consulting services, will host a
free webinar through CRMXchange on Thursday, May 10, 2012, at 2
p.m. EDT. The webinar, "What Makes a Millennial Tick? Maximizing the
Potential of the Gen Y Agent," will explore the work styles, preferences
and key traits of Gen Y call center agents, as well as management best
practices for contact center managers. Click here
With an average age of 23, a majority of call center agents are part of
Gen Y's demographic - individuals born between 1980 and 2000 - and their
significant presence in the call center is challenging some long-held
Donna Fluss, founder of DMG
Consulting, and Knowlagent CEO, Matt McConnell, will cover various
topics that explore what makes a Gen Y agent tick, including how to:
Capitalize on the strengths of the Gen Y agent
Channel positive, constructive and timely feedback to improve overall
call center performance
Adopt workforce management tactics to achieve center goals
Utilize the latest technologies for improving operational efficiencies
"Research shows that Gen Y agents prefer to multitask, want consistent
and frequent feedback on their performance and want to be able to set
their own work schedules," said Matt McConnell, president and CEO for
Knowlagent. "Understanding how these agents work is invaluable to
contact center managers. For example, because Gen Y agents are generally
technology savvy and like to be kept busy, managers can use technology
to better work with these agents and boost overall productivity."
This webcast is part of Knowlagent's Productivity Plus campaign
consisting of webinars, executive roundtables and a blog at http://knowlagentblog.com.
Knowlagent partnered with call center industry experts to share
knowledge based on their experiences and what they have observed in
hundreds of call center environments around the globe in each of these
outlets. Previous webinars are available here.
To view a social media version of this release, visit here.
Knowlagent provides the only call center software that increases agent
utilization by delivering shrinkage activities during idle time.
Knowlagent creates active wait time through dynamically delivered
sessions for common shrinkage activities between customer interactions.
Knowlagent's solutions are on-demand, easy to use and require no capital
expenditures. More than 300,000 agents and managers around the world use
Knowlagent's solutions every day. For more information, call
888-566-9457 or visit us online at www.knowlagent.com.
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