How to Manage Different Generations

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Reprint of Wall Street Journal Article Managers are increasingly grappling with generational differences in their workforces. Problems can arise from differing mindsets and communication styles of workers born in different eras. The frictions may be aggravated by new technology and work patterns that mix workers of different ages in ever-changing teams. Baby Boomers, born between 1946 and 1964, are competitive … Read More

Retain and Motivate Your Millennial Workers

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By Tip Fallon Finding and keeping good, young talent can be challenging for any business, but especially so in a call center.  In today’s economy, the next generation can hold the key to boosting your bottom line. Most new graduates are eager to show their talents in the workplace, have not picked up bad working habits from years of experience … Read More

Preparing for the Next Generation of Agents

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By Tom Goodmanson Generation Y, also known as millennials, are getting their fair share of attention with respect to today’s workplace and their place in it.  Born between 1981 and 2000, millennials expect interesting and challenging work.  They anticipate fast and upward mobility, along with ongoing mentoring and feedback from their supervisors.  Members of generation Y expect to be equipped … Read More