Gen Z is crucial to solving the contact center tech skills shortage

Gen Z is crucial to solving the customer service technical skills shortage in the contact center

James Matthews, Country Manager UK and Ireland, explains

The tech skills shortage is having a significant impact on businesses across the UK, and customer service is no exception. With 32% of IT leaders cite a lack of investment in training resources as a barrier when it comes to attracting skilled workers, companies need to do more to attract the attention of digital native employees. In the context of an increasingly digitized environment, the ability to define and follow the latest trends will depend on a workforce that is informed and ready to adopt them.

The Generation Z Factor

Immersed in social media from a relatively young age and having grown up alongside the rapid developments of the internet and mobile phones, Gen Z is “plugged in” to all things tech. Their tremendous mastery of technology and their keen sense of how and where value can be added in a human capacity means they have the potential to forge strong and meaningful relationships with customers, making them ideally suited for the roles of customer service.

The human touch

While most brands now offer some form of online customer service, the demand for more traditional communications remains. With 69% of consumers citing the telephone as their preferred method of contact, and Google searches for “customer service phone number” increasing steadily over the past five years, human qualities such as empathy and compassion remain central to the philosophy. and day-to-day customer operations. service. Gen Z’s ability and willingness to adopt a hybrid approach, which combines the use of human agents with innovations such as chatbots, ensures that repetitive tasks are handled by technology, allowing agents to focus their efforts to have a lasting impact on customers.

Build a digital infrastructure

To attract tech-savvy employees, companies must ensure they have a stable digital infrastructure to support agents in their new roles. An efficient inbox management system will serve to streamline day-to-day processes and attract the type of candidates who will add long-term value to your business, by creating manageable workflows that place less stress on employees. With the ability to automatically connect customers to the right agent, advanced skills-based routing facilitates smoother interactions between agents and customers, eliminating the potential frustration caused by routing to different team members. Displaying items based on urgency, personal inboxes give agents more control over their tasks, with snooze and color-coding options showing how much time is left to respond to a query. based on SLAs.

Chatbot functionality

Empowering employees to deliver exceptional and personalized customer experiences is key to improving overall satisfaction. Using chatbots Doing the heavy lifting of answering simple, repetitive queries makes life easier for agents and reduces stress, allowing them to focus on adding value where it matters most. As companies continue to implement some form of hybrid working, internal chatbots can also help support and connect teams in remote environments. Equipped with an encyclopedic knowledge of the processes and an extensive library of information, these chatbots are particularly useful for the remote integration of new employees. From discovering their new workplace to confidently handling customer service issues, chatbots give employees instant access to information, reducing the number of queries going up the chain of command. With 75% of Gen Z say they would prefer a hybrid or remote working modelit is incumbent on companies to invest in cutting-edge, labor-saving technology to attract potential employees.

Versatile communication

Providing customers with as many touchpoints as possible is essential to providing exceptional customer service. Companies must therefore use several conversational channels to facilitate smooth communication. With messaging channels playing a vital role in our daily lives, customers and staff expect to communicate with each other just as they would with friends and family. Implementing messaging channels familiar to Gen Z, such as social media platforms or live chat, will create a cohesive, human-centric approach that delivers the same level of customer experience across all channels, resulting in versatile, high-quality conversations with customers.

Look forward

To attract Gen Z employees, companies must take proactive steps to market themselves to this growing demographic. Investing in technology that reaches Gen Z where they seek information and interact with friends, while taking steps to ensure that the workplace itself has a comprehensive digital infrastructure will be essential going forward. . Incorporating the technology and interactive learning tools that Gen Z is so used to using in their personal lives will not only improve efficiency but also help your business stand out and become more appealing to this demographic. target.

James Matthews is Country Manager UK and Ireland at

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