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Noble Exchange 'Generation Z and the Contact Centre' Dublin
Tue 4 April 2017, 08:30 – 11:00 IST
Noble Exchange 'Generation Z and the Contact Centre – Challenge or Opportunity
Traditionally described as being born between the mid-1990s and early 2000s, 'Generation Z' represents the new wave entering the contact centre workforce this year. In order to attract and retain the brightest agents, the technology to support them becomes even more important. No longer are clunky, disparate systems acceptable for the workforce - or indeed the customer. Learn how new technology such as Real Time Speech Analytics, Best Time to Contact Analytics and advanced WFM can transform your contact centre.
Noble Systems customer, Cabot Ireland will share their experiences in recruiting, managing and getting the most out of Generation Z, streamlining processes, providing interesting and varied roles including social media and gamification for incentives.
Generational Diversity – Does it exist in your workplace and what are the implications?
This session will breakdown this topic into two parts; part one will look at your workplace from the inside-out and discuss what the implications are for managers in regards to generational diversity in your workplace. The second part will consider the outside-in viewpoint and discuss the implications for customer experience in regards to generational diversity, taking the customers point of view.
Speaker: Stephen Ruschitzko, Managing Director Resonation
Stephen brings 25 years of customer service operational experience working in Telecoms and Media to his role. He understands acutely the pressure placed on C-level executives to create customer experience programmes and initiatives that deliver tangible, bottom-line results within large organisations.
Frequently Asked Questions
Who should attend?
Any contact centre manager, head of operations, head of customer experience looking to improve their contact centre productivity whilst retaining the brightest agents.
What are my transport/parking options getting to the event?
Where can I contact the organiser with any questions?
The organiser is Sian Ciabattoni, Marketing Director of Noble Systems, her email address is email@example.com and phone number is 0161 772 7117.
Is my registration/ticket transferrable?
Yes, please email firstname.lastname@example.org with the alternative name and job title.
Do I have to bring my printed ticket to the event?
No, but please be prepared to show your e-ticket if requested.
What is the dress code?
The dress code is business casual.