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Members of the Millennial generation, born between 1980 and 2000, now represent more than 50 percent of the workforce. In the contact center, the Millennial generation brings a different set of career requirements and expectations to their customer service career. This is the generation that has never had to live without technology, and they are more than comfortable multi-tasking while using the latest customer communications and social media channels. In this podcast, Paul is joined by Verint's Kelly Koellicker to discuss what to expect with this new generation of workers and what tools and strategies are available to effectively manage and optimize the unique capabilities of this new generation of contact center agents and managers. |
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