Build A Multi-generational Contact Center With Workforce Management Software

By Author: Kathie Murphy
Total Articles: 5
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Your contact center's culture may make all the difference, so get it right. Better client encounters, high levels of agent retention, and increased productivity result from an upbeat environment that supports staff success.

Having said that, if developing a fantastic contact center culture was simple, every business would have one. Unfortunately, technology and labor-intensive work are required to create and preserve culture. Here are several ways that workforce management software may better influence a contact center's culture.

• Agent Portal for Communications

In a poor office culture, being perpetually out of the loop is one of the worst experiences. A WFM software agent portal has an integrated communications structure that ensures everyone participates in pertinent dialogues. It's simple to add or delete agents from group messaging and an excellent approach to avoiding phone tags. The answer indicates that the source conveys crucial information concisely and directly.

• Multiple Scheduling Options for Flexibility

The modern agent doesn't want ...
... to work for a business that secures their way of life. But, if a personal day is required, they want a job that allows for flexibility. Schedule bidding and shift swaps are two features of WFM tools that provide agents with more control.

Agents can prioritize certain schedules that best fit their lifestyles thanks to bidding. When an emergency arises, shift swaps can also be utilized so that another agent can step in immediately and the original agent can pick up part of their hours later in the week.

• Modern Time-off Tracking System

A strong contact center time off management system may significantly improve agent morale and the culture of a contact center when time off is better scheduled. In addition, with this technology, high achievers may choose their time off in advance, especially on well-known days like holidays, which might motivate agents.

Agents may also use it to determine how likely it is to be accepted before submitting their time off request. As a result, an agent no longer must be reluctant to get in touch with their supervisor and begin a protracted back-and-forth discussion regarding availability for a holiday.

• Streamlined WFM Tool for Mobile

A strong contact center time off management system may significantly improve agent morale and the culture of a contact center when time off is better scheduled. In addition, with this technology, high achievers may choose their time off in advance, especially on well-known days like holidays, which might motivate agents.

Agents may also use it to determine how likely it is to be accepted before submitting their time off request. As a result, an agent no longer has to be reluctant to get in touch with their supervisor and begin a protracted back-and-forth discussion regarding availability for a holiday.

Here’s How You Build Multi-generational Contact Center with WFM Tools

A contact center may have individuals of diverse ages and socioeconomic backgrounds. In addition to bringing fresh insights to the office, this variety can occasionally lead to a broad range of personal preferences among your agent team.

So how can a contact center succeed when its staff members range in age from 18 to 68 (or even older) and put in a lot of effort to assist clients? The workforce management software methods to create a multi-generational contact center are listed below.

• Know the Modern Needs of Young Agents

It is no secret that agents belonging to Generation Z (those born after 1997) are revolutionizing contact centers. Gen Z prioritizes a mobile-first and remote working environment and wants their jobs to complement, not conflict with, their personal lives. Offering a mobile application that allows users to accept or reject shift possibilities is one way that contact centers might do this.

A push notification that allows a Gen Z contact center agent to review and accept a shift change in just a few taps on their phone helps to drive engagement and boost morale within the contact center, even though a higher percentage of senior agents may prefer desktop pop-ups or text messages.

• Respect Responsibilities of Experienced Agents

The more seasoned agents in your contact center may have different objectives than Gen Z agents, who frequently desire the newest and best-in-office technology. Generally, this set of agents prefers to focus on producing high-quality work above benefits and recognition. Families or other individuals frequently depend on them for transportation, meals, or voluntary duties.

Offering flexible scheduling choices to this elder demographic can significantly increase a contact center's value. Agents may be able to select a weekly schedule that fits their needs via the use of strategies like shift bidding.

• Age Trends Aren’t Always Universal

It's common to assume that elder agents are better on the phone and that younger agents are more computer savvy for email and chat assistance. After all, this is the technology that the older generations utilize and have grown accustomed to. This isn't always the case, though, as an agent may not enjoy working on the channel with clients even if they have good chat abilities.

Make sure to enter this data into your WFM software solution to track which agents have certain abilities and preferred channels. Then, to ensure everyone is spending as much time as possible working on their preferred channel, the system will automatically consider each agent's distinct abilities and preferences while constructing a timetable.

• Bring Personalization Irrespective of Age

Allowing agents to positively and genuinely express themselves in a group setting is vital in a time when the phrase "bringing your complete self to work" has taken on more significance. So, it's crucial to give every agent a chance to join the team, whether taking part in themed dress-up days with rewards or enabling agents to post a silly selfie to their WFM tool profile.

While some athletes may like partaking in physically demanding activities, others may not be able to. This is not the best scenario for team development, so focus on activities everyone can enjoy and be generous with incentives.

The Need for Workforce Management Software

Workforce management software has become a must for every business organization in the modern age, irrespective of the scale, employee number, and global presence. So, it is always an effective idea to look for a WFM tool that helps automate the employee management process. After all, you won’t want to be wasting all your resources in management and unable to get the job done in the most lucrative way possible.
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