Customer Experience News & Trends

Do you have what it takes to motivate Millennials?

What does it take to keep Millennials happy at work — flexibility, more money, relaxed environment … or maybe none of these.

Turns out today’s youngest contact center workers want what most veteran employees want, according to a study from UNC’s Kenan-Flagler Business School.

When asked what job factors mattered most to them, Millennials said:

  • meaningful work (30%)
  • high pay (28%), and
  • sense of accomplishment (25%)

Here’s how to deliver on those major factors:

  1. Meaningful work. Make sure agents understand how your company works, and where their contributions fit into operations. Explain who benefits — which co-workers, customers and departments.
  2. High pay. You must offer benefits that meet or exceed other local industry’s compensation or you won’t be able to compete for the best talent.
  3. Sense of accomplishment. Regularly recognize and reward contributions. Review goals, set higher standards and consistently show agents how their accomplishments help the company, customers and department succeed.

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