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Millennials Change Things Up

August 22, 2016


Millennials Change Interactions.

Interactive Intelligence recently published an e-book that discusses changes wrought by millennials. Individuals in this generation are rapidly changing both consumer behavior and agent expectations.

Millennials grew up with technology. They have always had instant access to games, music, entertainment, social interaction, photo sharing, news and information – and multitasking is as natural as breathing! Technology is part of their everyday life and is constantly improving.

The implications to the contact center are two-fold. First, customers will increasingly seek assistance through multiple channels, all of which the contact center must support in an integrated fashion. Second, as more millennials join the contact center workforce there will be increased pressure from them for better, more intuitive tools that integrate with each other to empower agents to provide the best and most efficient experience for both customers and the contact center.

Studies document the movement toward e-commerce and away from foot traffic. Interactive Intelligence calls this the move from real-life to real-time. Just as a customer in a store expects prompt service, so does the new online consumer. Proactive service is the norm in successful shops—so too it needs to be online. Today’s systems have the requisite information to offer intelligent assistance—they just need to provide that information to the contact center agent.

4 Keys to Success with Millennials

In the e-book, Interactive Intelligence identifies 4 keys to success with millennials:

  1. Support seamless multichannel blending—customers want a variety of channels for interacting with the contact center, and will likely use more than one. A chat may convert to a call. If it does, the agent catching the call must know the context so that the overall interaction is smooth and efficient. This capability is often referred to as omnichannel.
  2. Provide integrated data access and analysis—contact centers should take full advantage of the data they have to speed interactions and continuously improve service. Agents should have the tools to know why a customer is likely contacting them (e.g., outage in their area, new product purchase, question on bill just received). They can then greet the customer with a better message than “how can I help?”
  3. Consider cloud deployment for increased application agility—contact center applications are constantly evolving. Use a deployment scheme that ensures that new functionality gets into action quickly. Cloud-based deployment can make that easier to achieve.
  4. Leverage agents for ‘universal and bulls-eye routing’—combine intelligence about consumer preferences and agent capabilities to make your agent pool as efficient and effective as possible.

For additional details, read the e-book “Keeping Pace with the Modern Customer”.