Outsource Magazine Issue 34 - (Page 62)
Struggling to
get through?
Having difficulties adapting to the needs of the Millennial generation?
You're not alone... Read on for a handy how-to guide to optimising
Generation Y within a call centre workforce.
Guillermo Valiente, TELUS International
Guillermo Valiente is Country Manager at TELUS International, a global provider of contact centre outsourcing
solutions. Referred to as "The Gen Y CEO" by his team, Guillermo is often asked to speak on the topic of building
culture in the workplace.
H
ave you noticed a drastic
change in the communication
preferences of your
workforce? Several traditional
corporate practices simply
aren't working. Memos, emails and written
means of communication are no longer
enough to motivate, inform and inspire the
latest wave of workers known as Millennials
or Generation Y. Between the ages of 22 and
33 years old, Millennials can make up over
80 per cent of a contact centre workforce.
Learning to communicate and "speak their
language" is vital to unleashing their CRM
potential. But where do you start?
Understanding Millennials in
cUstoMer service
Milllennials are fundamentally different from
previous generations because they grew
up immersed in technology. They're always
"on" and always connecting. Growing up in
this environment has resulted in a unique
set of character traits, personal beliefs, life
expectations and career aspirations that are
much different than those of the generations
before them.
To understand how to properly manage
Millennials, it's important to understand
what motivates them.
"A man loves the meat in his youth that he cannot endure in his age." - William Shakespeare
62
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Table of Contents for the Digital Edition of Outsource Magazine Issue 34
Challenges and Champions
Outsourcing in a Troubled Economic Environment
Richard Jones
High Stakes
In Transition
The Bigger Picture
Numbers, Numbers Everywhere...
NOA Round-Up
Struggling To Get Through?
International Commercial Disputes In Outsourcing Agreements
Is Infrastructure Necessary?
Global Freelance Platforms Grow Up
Trumping Price – Only with Best value
Kerry Hallard
Technology Investment in 2014
Water Will Always Find A Way
The Right Time Is Now
You, Robot?
The Legal View
Top Ten
NelsonHall Round-Up
Online Round-Up
The Deal Doctor
Inside Source
The Last Word
Outsource Magazine Issue 34
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