Join host Bruce Belfiore and Kevin Childs, Senior Partner with OneSource Consulting and acting Contact Center Practice Leader with ManpowerGroup, as they discuss transitioning customer service teams for success with Generation Y. Your company can have a more engaged workforce, decrease your attrition, increased customer satisfaction and experience some profound financial impacts to the organization by placing a much stronger focus on redefining what development and growth means for Generation Y. Kevin will discuss four critical pillars to consider to keep their attention and engagement. Mr. Childs co-authored the book Interpreting the Voice of the Customer, with Dr. Jon Anton of Purdue University. Mr. Childs is also the acting Contact Center Practice Leader with ManpowerGroup. With career experience built on human capital/staffing and on-demand/Software-as-a- Service (SaaS) and workforce optimization industries, he has held numerous executive leadership positions that have influenced the Contact Center, Customer Service and Help Desk Industries.
generation Y![]()
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| generation gaps in the workplace![]()
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| agent training![]()
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| management![]()
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| benchmarkPortal![]()
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generation Y
| generation gaps in the workplace | agent training | management | benchmarkPortal