Call Center Management Featured Article
Knowlagent Helps Call Center Managers Maximize the Efficiency of Gen Y Contact Center Agents
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. To help contact center managers maximize the efficiency of Gen Y agents, call center management and productivity solutions provider Knowlagent is offering tools that help them motivate and communicate with these employees.
The company is organizing a webinar through CRMXchange on the topic, “What Makes a Millennial Tick? Maximizing the Potential of the Gen Y Agent." The webinar explores the work styles, preferences and key traits of Gen Y call center agents, as well as management best practices for contact center manager.
According to Knowlagent, majority of call center agents belong to Gen Y demographic -- individuals born between 1980 and 2000. While their contribution to the industry is significant, their preferences and traits challenge some long-held practices.
The company is focused on capitalizing on the strengths of Gen Y agent. It also works to channel positive, constructive and timely feedback to improve overall call center performance. With its proactive strategies, Knowlagent prepares call center agents adopt workforce management tactics to achieve center goals and utilize the latest technologies to improve operational efficiencies.
"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," said Matt McConnell, president and CEO for Knowlagent, in a statement.
Knowlagent’s webinar highlights key topics that explore what makes a Gen Y agent tick. It discusses traits and preferences of millennial contact center agents and how managers can better motivate and communicate with these employees.
Donna Fluss, founder of DMG Consulting, and Knowlagent CEO, Matt McConnell, are the key speakers of the webinar. This webcast is part of Knowlagent's Productivity Plus campaign consisting of webinars, executive roundtables and a blog.
The company has 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.
Recently, Knowlagent and DMG Consulting have jointly published two white papers and two corresponding podcasts that show how call centers can improve enterprise performance and profitability by maximizing agent idle time.
Edited by Amanda Ciccatelli