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
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 (www.rainmakerthinking.com), 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
Publisher, Contact Center Pipeline