Recruiting, Engaging, Motivating and Retaining Generation Y

Have you been reading the surveys about the number of employees who will seek new jobs in 2011? The projections are very high. Even if only half of the projected turnover occurs, we will face serious challenges in recruiting, engaging, motivating and retaining our employees. We will need to be on top of our game to meet these challenges.

In a recent issue of Contact Center Pipeline, our editor, Susan Hash, wrote an article about Managing Generation Y. She examines the common misconceptions about the younger workforce. If you are a Gen X or Baby Boomer manager struggling to get through to your 20-something agents, this is an article you'll want to read. We're including the entire January issue as there are a few other articles of interest on this topic. Bruce Tulgan (, Brent Holland (FurstPerson), Greg Levin (Off Center) and Mike Raley (AT&T) all share their insights in this issue around assessing, retaining and motivating our agent workforces.

There are some discussions going on about this topic in our Contact Center Pipeline LinkedIn Group. Perhaps you want to share your experiences with others, and read theirs.

Enjoy the article. We wish you all the best with the ever-changing landscape in 2011.

Warm regards,

Linda Harden
Publisher, Contact Center Pipeline


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