WFM Employee Engagement – Top Tips

We’ve all heard of the ‘millennials’. But what does being a millennial really mean in today’s workforce and how can workforce management be just the trick to manage, engage, and empower this generation?

With 46% of contact centre workers being aged below 30 and with the predictions pointing to 75% of the workforce consisting of millennials by 2025, here are 5 short and sweet top tips to help you manage the younger generation.

1. Make them active participants of your contact centre initiatives – this can include their input on team-building activities and days out. Anyone up for a spot of bowling?
2. Provide options and be open to suggestions – self-service functionalities within WFM, for instance, can grant them the ability to manage their own time-off requests and shift trade amongst their peers.
3. Trust goes both ways – a difficult one – trust that they are being productive even if you cannot see them!
4. Acknowledge that different generations may want different things – WFM systems can cater for different lifestyles, including options for managing overtime availability, preference scheduling, flexi-shifts, mobility and homeworking.
5. Provide an element of fun – adopt the idea of gamification where rewards can be gained for behaviour and skills. Taking it one step further, why not develop leader boards from this which can be used to reinforce and share best practice?