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

  • Broadcast in Business



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Bruce talks with Greg Van Zandt about the up and coming generation of contact center employees - The Millennials aka Generation Y.

Understanding Millennials:
Who Are They? How are they different from those before them? What drives them? What are their social attributes? What are their strengths?
Leveraging their Strengths: Considerations when managing this Generation,
Implications on: Recruiting, Screening and Training, Scheduling, Work
diversity, Training / Coaching, Contact Center and Corporate culture, Leveraging technology, Leveraging Millennials’ unique characteristicsRevving up for Gen Y: Dynamic Scheduling, Acknowledgement and Motivational Feedback and Coaching, Tinkering, Incentives.

Greg Van Zandt is a Customer Service professional with over thirty years’ experience in developing and managing customer service organizations for predominately Fortune 1000 consumer products companies. Professional services experience includes projects across many industries: financial, insurance, hotel/travel, automotive, utility, consumer and business products industries, and federal government with a focus on customer service operations. Greg has significant experience in multi-site contact center and field service management, rules based routing, and customer focused multichannel handling optimization. Greg is a founding member of the Board of Directors of the Center for Customer Driven Quality, Purdue University, past member National Board of Directors, Society of Consumer Affairs Professionals, past Executive Chair Electronics Industries Association Consumer Affairs Counsel, and is a Chicago Regional Coordination team member of the Contact Center Networking Group (CCNG).