Tag: Gen Z

12 October 2018

How to engage and develop the digital workforce: 8 best practices

Written by Rob Clarke

Digital Workforce

Whether it’s mixing up training tactics or remembering the vitality of voice, engaging and developing customer service agents has never been more important as it is in today’s digital landscape. Rob Clarke, VP of Sales in North America, reflects...

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Customer Satisfaction Using WFM, Engage Customer Service Staff, Training Planning agent self-service, competence management, customer experience, customer loyalty, digital training strategy, digital workforce, digitalization, first-time resolution, Gen Z, machine-learning, Millennials, pilot user groups, training and development Leave a Comment

13 April 2018

Introducing Gen Z – “Millennials on Steroids”

Written by Daniel Mayer

Gen Z

Understanding the Snapchat, Smartphone generation is essential for building highly effective contact center teams according to Daniel Mayer at Teleopti The worldwide director of J Walter Thompson’s Innovation Group, Lucie Greene, famously referred to Gen Z or Gen Zers...

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Engage Customer Service Staff, Motivation and Gamification, Savings and Efficiency, Training Planning agent self-service, contact center efficiency, e-library, employee empowerment, employee engagement, face-to-face communication, Gen Z, Gen Zers, Generation Z, Millennials, multi-channel, self-service, self-service portal, training, virtual reality, virtual training, VR, WFM technology, workforce engagement management, workforce management 1 Comment

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