{"id":33528,"date":"2019-08-27T09:00:45","date_gmt":"2019-08-27T07:00:45","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-gestionar-a-la-generacio-z-i-els-millennials-en-el-call-center\/"},"modified":"2022-06-23T13:51:25","modified_gmt":"2022-06-23T13:51:25","slug":"com-gestionar-a-la-generacio-z-i-els-millennials-en-el-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-gestionar-a-la-generacio-z-i-els-millennials-en-el-call-center\/","title":{"rendered":"Com gestionar a la Generaci\u00f3 Z i els Millennials en el call center?"},"content":{"rendered":"

Els millennials, nascuts entre el 1980 i el 1995, han estat novells en la for\u00e7a laboral durant els \u00faltims 15 anys, per\u00f2 hi ha un nou grup a la societat, la Generaci\u00f3 Z. Els membres de la Gen-Z van n\u00e9ixer entre el 1996 i el 2010, amb els treballadors amb 23 anys, i essent els principals candidats de nivell d\u2019entrada al call center.<\/p>\n

Si b\u00e9 ambdues generacions tenen punts en com\u00fa, \u00e9s important recon\u00e8ixer les seves difer\u00e8ncies i com atendre la seva estrat\u00e8gia de gesti\u00f3 del rendiment, enfocant-lo en funci\u00f3 a les seves necessitats i prefer\u00e8ncies \u00faniques.<\/p>\n

Ambdues generacions s\u00f3n coneixedores de la tecnologia, per\u00f2 cadascuna confia en ella de manera diferent. Els Millenials <\/strong>van ser pioners en l\u2019\u00fas d\u2019Internet, els missatges de text i els correus electr\u00f2nics. En un entorn professional, prefereixen enviar missatges de text, emprar aplicacions de missatgeria digital i el correu electr\u00f2nic en lloc de parlar en persona (Forbes<\/em>, 2017). La Gen-Z<\/strong> no coneix un m\u00f3n sense Internet i les xarxes socials. Tanmateix, la millor manera de comunicar-se amb la Gen-Z en un entorn professional \u00e9s a trav\u00e9s de la comunicaci\u00f3 cara a cara (HR Exchange Network<\/em>, 2019).<\/p>\n

Unint als Millennials i la Gen-Z a trav\u00e9s de la comunicaci\u00f3<\/strong><\/h5>\n

Per atendre a ambdues generacions, els contact center han de proporcionar solucions de comunicaci\u00f3 actualitzades. Els serveis de gesti\u00f3 del rendiment del centre d\u2019atenci\u00f3 al client ofereixen taulers amb missatges interns, anuncis i ajudes de treball que promouen la col\u00b7laboraci\u00f3 per mantenir informats als agents i fomentar una comunicaci\u00f3 constant<\/strong>. Aquest tipus de comunicaci\u00f3 \u00e9s vital per l\u2019entorn accelerat que es viu en un call center.<\/p>\n

Amb la naturalesa instant\u00e0nia dels smartphones i Internet, no sorpr\u00e8n que els per\u00edodes d\u2019atenci\u00f3 de tots els empleats siguin curts que mai, i els Millenials i la Gen-Z no s\u00f3n una excepci\u00f3. S\u2019estima que la capacitat d\u2019atenci\u00f3 dels Millennials \u00e9s de 12 segons, i nom\u00e9s de vuit segons per a la Gen-Z<\/strong> (Forbes<\/em>, 2017). Ir\u00f2nicament, si b\u00e9 ambdues generacions poden ser dif\u00edcils d\u2019involucrar, sempre estan connectades.<\/p>\n

Una de les formes m\u00e9s importants de comprometre i satisfer als agents d\u2019ambdues generacions \u00e9s implementar una tecnologia de call center d\u2019avantguarda<\/a> i intu\u00eftiva<\/strong>, que ofereixi una interf\u00edcie d\u2019usuari atractiva, automatitzi els fluxos de treball i unifiqui totes les activitats dels agents en un sol lloc. De fet, el 91% de la Gen-Z va dir que l\u2019\u00fas de tecnologia en el lloc de treball \u00e9s un dels factors d\u2019influ\u00e8ncia en l\u2019elecci\u00f3 de treball entre ofertes de feina similars (CMO<\/em>, 2019).<\/p>\n

Ambdues generacions tamb\u00e9 estan \u00e0vides per comprendre el seu exercici en qualsevol moment. Aquestes generacions no volen obtenir un informe de rendiment al final de la setmana. Volen veureu-ho instant\u00e0niament perqu\u00e8 aquest \u00e9s el m\u00f3n en el qual viuen. Els taulers din\u00e0mics, oferts per les solucions d\u2019administraci\u00f3 del rendiment, ofereixen als agents una vista r\u00e0pida dels seus KPI en temps real amb dissenys f\u00e0cils d\u2019usar, com indicadors, gr\u00e0fics i taulers de classificaci\u00f3<\/strong>.<\/p>\n

No nom\u00e9s necessiten una forma de veure el seu rendiment, sin\u00f3 que tamb\u00e9 han de participar d\u2019ella. La gamificaci\u00f3<\/strong> \u00e9s una forma clau de fer-ho. Aquesta \u00e9s essencial en un call center. El millor software de gesti\u00f3 del rendiment<\/strong> qualifica i compta autom\u00e0ticament les compet\u00e8ncies en funci\u00f3 de les m\u00e8triques generades d\u2019agent a agent, d\u2019equip a equip, de departament a departament o de lloc a lloc. Despr\u00e9s, dispensa autom\u00e0ticament monedes, gemmes, ins\u00edgnies i premis. La Gen-Z prospera en la compet\u00e8ncia i espera recompenses per la seva aportaci\u00f3, el que fa que la gamificaci\u00f3 sigui m\u00e9s necess\u00e0ria que mai a mesura que es fusiona amb la for\u00e7a laboral (Forbes<\/em>, 2017).<\/p>\n

Per tant, tenint el coneixement sobre les prefer\u00e8ncies generacionals, juntament amb la tecnologia innovadora, es poden satisfer tant les expectatives de la Gen-Z com dels Millennials al contact center.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els millennials, nascuts entre el 1980 i el 1995, han estat novells en la for\u00e7a laboral durant els \u00faltims 15 anys, per\u00f2 hi ha un nou grup a la societat, la Generaci\u00f3 Z. Els membres de la Gen-Z van n\u00e9ixer entre el 1996 i el 2010, amb els treballadors amb 23 anys, i essent els… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":33529,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33528","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nCom gestionar a la Generaci\u00f3 Z i els Millennials en el call center? - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/blog\/como-gestionar-a-la-generacion-z-y-los-millennials-en-el-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com gestionar a la Generaci\u00f3 Z i els Millennials en el call center? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els millennials, nascuts entre el 1980 i el 1995, han estat novells en la for\u00e7a laboral durant els \u00faltims 15 anys, per\u00f2 hi ha un nou grup a la societat, la Generaci\u00f3 Z. 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