From the Editor

Welcome to the April issue.

The millennials have proven that they are a force to be reckoned with. The power of sheer numbers continues to compel organizations to change long-held corporate views and policies.

Contact centers have been doing a decent job of putting in place millennial-friendly practices like offering growth and development opportunities, programs to give back to local communities and transparent communication. The demand for more schedule flexibility has been the tougher nut to crack, though, due to cost containment policies and business requirements.

Yet turnover is on the rise. Deloitte says that two out of three millennials are expected to leave their current jobs by 2020. In contact centers, agent turnover continues to be the No. 1 management challenge. If they hope to compete in the growing gig economy, centers will need to demonstrate that they’re listening to agents’ needs and desires by giving them more control over their time wherever possible.

Our April feature offers some of the more popular options to add flexibility to agents’ schedules and their workdays. And stay tuned: In May, we’ll be looking at some of the self-service mobile apps available to empower your agents.

As always, your feedback is welcome!

Susan Hash
Contact Center Pipeline