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 ●●●●● www.outsourcemagazine.co.uk http://www.outsourcemagazine.co.uk

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