Friday, 21 October 2011 15:08

Understanding the Nuances of the Next Generation Contact Center Workforce

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Paul is once again joined by Kristen Jacobsen of Calabrio, this time to discuss the characteristics of Generation Y workers – the next generation of contact center agents and managers. Included are relevant statistics from the latest Saddletree Research/National Association of Call Centers (NACC) survey of end users as well as a discussion of the unique expectations, motivators and attributes of the largest generation of workers to enter the contact center industry since the Baby Boomers.



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