Striking a Balance Between Employee Preferences and Enterprise Requirements
On Demand Webinar
Presenting:
Dick Bucci
Principal
Pelorus Associates
Adam Aftergut
Product Marketing Manager, NICE
Dick Bucci, noted authority on market and technology trends for advanced customer engagement applications and Principal of Pelorus Associates, will present data from:
- United States Bureau of Labor Statistics
- Pew Research Center
- Harvard Business School
- IBM Smarter Workforce Institute
- ICMI
- Institute for the Future
- The Deloitte Global Millennial Survey 2019
- Pelorus Associates
He’ll examine the data and help us understand: (1) today’s contact center workforce, from millennials to Gen Z, (2) the demanding needs of the operation from new skills to the proliferation of channel diversity, and (3) balancing the needs of the operation and the agents to create an engaging and successful environment.
A panel discussion will follow, with NICE panelists answering questions. As this is an interactive event, participants are encouraged to weigh in. The series of questions will include:
A panel discussion will follow, with NICE panelists answering questions. As this is an interactive event, participants are encouraged to weigh in. The series of questions will include:
- “Today’s millennial agent craves flexibility because they have many interests besides the job. Contact centers need adequate coverage at all times to meet service objectives. How can we achieve both objectives?”
- “Our research shows that millennial-age workers require frequent and constructive feedback. How can contact center managers provide objective and frequent evaluations while minimizing stress?“
- “There is a large and growing cohort of workers who prefer contract arrangements where they sell their skills on an opportunistic basis (gig economy). How can contact centers tap into this labor force?“
- “How can NICE apply intelligent automation and predictive analytics to address the needs of management and employees?”
