Ever tried to contact a Millennial? You probably had better luck via text or email than a traditional phone call. Their changing preferences aren’t just impacting etiquette—they’re changing the contact center industry and creating jobs.
“Contact center employees have always required a customer service mindset,” JLL Senior Vice President and Contact Center Practice Group lead Kyle Harding told GlobeSt.com. “But today’s contact center employees also need to be skilled users of technology.”