No. This is not the movie sequel to “Rise of the Planet of the Apes”. Who are “the millennials” and why should you, as a contact centre manager care? The millennials, better known as “Gen Y,” are young persons with birth years ranging from the early 1980s to the early 2000s. This is the first generation of kids to grow up with the Internet, cable TV and mobile phones.

The millennials are described as those having great expectations from the workplace. They have a strong desire to make the world a better place. Given their ease with technology, millennials are comfortable with the latest technological gadgets and have a positive view of how technology affects their lives. Most feel that new technology makes their lives easier and helps them be closer to their family, friends and colleagues.

The rise of the millennials generation puts pressure on many workplaces, including contact centres, to adapt and change their traditional ways. The rules of engagement in workplaces have also changed. Agents want to be empowered to make decisions. They want to be able to integrate work into their daily lives. Furthermore, they are accustomed to immediate, frequent feedback and gratification. They want to be able to make instant requests, take control of shifts, decide when to work overtime and be responsible for their own performance anytime and anywhere – be it at work, home or at the cinema.

Technology has changed how this generation thinks, reacts to their environment and deals with personal interaction. How are you, as contact centre manager, responding? As an organisation, are you proactively providing tools designed for the millennials? The millennials are your most valuable resources. Given the correct tools, you will have great advantages over your competitors.