Millennials demand more! According to Pew Research[fusion_builder_container hundred_percent=”yes” overflow=”visible”][fusion_builder_row][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none”][i], as of Q1 2015, over one-in-three American workers are Millennials. These tech savvy individuals were born between 1980 and 2000 and are more comfortable with new technology and are more likely to embrace Unified Communications and Contact Centre technology, but only if the technology in question offers them the flexibility and collaborative qualities packaged in a visually appealing and easy to navigate manner.
Millennials have been brought up in a very visual world and their expectations are higher than the older generation, however it is often senior managers who make the purchasing decisions so could there be a mismatch between the needs of Millennials and the choices of senior managers?
As visual communications technology improves and the levels of design flexibility and feature sets previously reserved for the largest call and contact centres become available for as little as £99 per month, there are still a large percentage of IT Directors and Contact Centre Managers who only want to see simple digital screen designs containing basic call handling metrics.
Using complex, flexible software primarily for the display of the same Call Handling Metrics that were pushed to dot matrix wallboards and reader boards before some of the agents forced to use them were even born, is a missed opportunity to tap into the visual nature of Millennials.
Any visual communications solution worth investing in should be able to do more than gather data from an ACD or PBX and display call handling metrics onto a TV screen. To really engage with agents and create an environment that will attract talented individuals, TV screens should be awash with exciting information; agent anniversaries, new employee introductions, new office openings, corporate announcements and so on. They should allow customer sentiment, social media analytics or live customer feedback to be featured on screen designs which include strong branding and company values. HR and Marketing departments should be consulted to ensure brand engagement and messaging is consistent and the messages passed to agents at induction and training time is continued on a day to day basis. Good visual communication software will put the customer in control of screen designing and branding, without the need to constantly ask the manufacturer to adjust fixed templates and connect into back office systems; CRM, Helpdesk, Workforce Management and other systems should be possible with the use of simple API techniques.
According to Deloitte’s 2015 Millennial Survey[ii] The younger generation is aligned with its current leaders’ priority of “ensuring the long-term future of the organization.” Beyond this, though, Millennials would place a far greater emphasis on employee wellbeing and employee growth and development.
Giving contact centre agents a transparent view of customer sentiment, a balance of performance metrics from multiple sources and key information, will allow them to deliver great customer care, reduce stress, improve wellbeing and promote employee growth.
“When looking at their career goals, today’s Millennials are just as interested in how a business develops its people and its contribution to society as they are in its products and profits,” said Barry Salzberg, CEO of Deloitte Global.