Clash of the Generations – Managing expectations in the contact centre

  • March 28, 2012
  • 7:45 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St
  • 1


  • price includes HST
  • price includes HST

Advance registration and payment is required. Cancellation: 72-hour notice

Registration & Continental Breakfast begins at 7:15am
Registration is closed
Clash of the Generations...
Managing expectations in the contact centre

Values can collide when different expectations meet reality in the workplace.

Every generation has different perceptions of authority, different views about what is important, and different work values. If these differences are not managed, staff morale and ultimately productivity can become an issue. 

Whether your contact centre is large or small , union or non-union, government or private sector, the problem is the same...Millennials,  GenXers, Baby Boomers and Traditionalists in the same centre and on the same teams but with different life experiences and different expectations.

For our Clash of the Generations panel, we chose three contact centre managers who have hands-on experience getting the best of performance from a generation-diverse staff.

They will talk about how they have managed the problems and opportunities of Traditionalists and Boomers staying longer in the workforce, the expectations of Millennials who have been raised with an over-abundance of positive reinforcement, the GenXers who prize work-life balance but still want it all. They will bust common myths about each generation and provide advice on how to create an environment where the generations can co-exist and thrive.

Bring your stories and experiences to share during the feedback session at the end of the presentation.

The expert panel

Kam Clair
Account Services Operations Manager

Damien Graham
Director Support Services
Squirrel Systems

Greg Reid
Operations Manager
Robertson Telecom


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