Descriptions vary, but Forbes defines the generation after Millennials, Generation Z, as people born from the mid-1990s to the early 2000s. Gen Z makes up 25% of the U.S. population, making them a larger cohort than the Baby Boomers or Millennials.
They may be young, but these consumers have colossal buying power. This “post-Millennial generation” influences everything from their families’ food purchases to clothing, electronics, household goods and even furniture.
Gen Z is also our future workforce. They will be looking for “gig economy” employment opportunities – environments where opportunities exist for temporary positions and organizations contract with independent workers for short-term engagements.
In this webinar, customer experience and contact center analyst Sheila McGee-Smith will explore what experiences and consumer behaviors define Gen Z and what they want from the companies with which they do business. She will also discuss how contact centers can begin developing the processes and systems that will enable them to support the real-time schedules and agent assessment that will be required in the increasingly gig economy. Finally, we’ll explore how designing customer care and agent experiences for Gen Z creates an environment for a larger audience, the Gen Z “at heart.”
Additional Information
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NICE inContact is the cloud contact centre software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognized as a market leader by Gartner, Ovum, IDC, Frost & Sullivan, and DMG.
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