What Makes a Millennial Tick? Maximizing the Potential of the Gen Y Agent

DMG Consulting analyst Donna Fluss shares insights about the millennial agent and provides practical advice for harnessing their strengths, adopting workforce management tactics, and improving operational efficiencies.

August 15, 2012

New challenges accompany each generation as they enter the workforce, but it can also bring out the best in organizations. Guest speaker Donna Fluss, Founder of DMG Consulting presents useful insights center management needs to better communicate and motivate, not only with agents, but the new social customer as well. 

In this webinar, you will learn how to:

  • Harness the strengths of the Gen Y agent
  • Channel positive, constructive and timely feedback to improve overall call center performance
  • Adopt workforce management tactics that balance center and agent needs
  • Utilize the latest technologies for improving operational efficiencies
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