Atlanta, GA (May 2, 2012) – Knowlagent, the leading agent productivity solution for the world’s 10 million call center agents, and DMG Consulting LLC, the leading provider of contact center analytics research, market analysis and consulting services will host a free webinar through CRMXchange on Thursday, May 10, 2012, at 2 p.m. EDT. The webinar, “What Makes a Millennial Tick? Maximizing the Potential of the Gen Y Agent,” will explore the work styles, preferences and key traits of Gen Y call center agents, as well as management best practices for contact center managers. Click here to register.
With an average age of 23 a majority of call center agents are part of Gen Y's demographic – individuals born between 1980 and 2000, and their significant presence in the call center is challenging some long-held practices.
Donna Fluss, founder of DMG Consulting and Knowlagent CEO, Matt McConnell will cover various topics that explore what makes a Gen Y agent tick, including how to:
- Capitalize on the strengths of the Gen Y agent
- Channel positive, constructive and timely feedback to improve overall call center performance
- Adopt workforce management tactics to achieve center goals
- Utilize the latest technologies for improving operational efficiencies
“Research shows that Gen Y agents prefer to multitask, want consistent and frequent feedback on their performance and want to be able to set their own work schedules,” said Matt McConnell, president and CEO for Knowlagent. “Understanding how these agents work is invaluable to contact center managers. For example, because Gen Y agents are generally technology savvy and like to be kept busy, managers can use technology to better work with these agents and boost overall productivity.”
This webcast is part of Knowlagent’s Productivity Plus campaign consisting of webinars, executive roundtables and a blog at http://knowlagentblog.com. Knowlagent partnered with call center industry experts to share knowledge based on their experiences and what they have observed in hundreds of call center environments around the globe in each of these outlets. Previous webinars are available here.
To view a social media version of this release, visit here.
About DMG Consulting LLC
DMG Consulting is the leading provider of contact center and analysis research, market analysis and consulting services. DMG’s mission is to help end users build world-class, differentiated contact centers and assist vendors in developing high-value solutions for the market. DMG devotes more than 10,000 hours annually to researching various segments of the contact center market, including vendors, solutions, technologies, best practices, and the benefits and ROI for end users. DMG is an independent firm that provides information and consulting services to contact center management, the financial and investment community, and vendors in the market. More information about DMG Consulting can be found at www.dmgconsult.com.
Intradiem, formerly Knowlagent, is the leader in intraday management solutions for contact centers. Its patented software increases agent performance and productivity by making idle time useful, enabling agents to work on personalized and prioritized activity queues consisting of training, coaching, communication and other off-phone activities. Intradiem’s solutions are on-demand, easy to use and require no capital expenditures. More than 450,000 agents and managers around the world use Intradiem’s solutions every day. For more information, call 888-566-9457 or visit us online at www.intradiem.com.
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