Picture this: The year is 2035, and a generation that has grown up with technology at their fingertips is suddenly in the driver’s seat of shaping businesses, making up a large chunk of the workforce. The contact center looks a lot different now, as agent roles evolve and humans and bots work together in harmony.
Crazy to think, right? How do you prepare for this kind of shift?
How can you prep now to future-proof your brand and ensure you are prepared to meet your customers’ evolving needs? Building a dream team for your contact center in this future environment requires a strategic approach that takes into account not only the skills your agents need but also the values of the future workforce.
Let’s dive in, shall we?
A new generation will dominate the job market in 2035
As more of the older generations embrace retirement by 2035, they will pass the baton to a new, tech-savvy era of workers.
The future workforce will predominantly comprise Gen Z (born approximately between 1997 and 2012) and Gen Alpha (born from 2013 onward). Millennials will also continue to reign in 2035, possibly taking on more leadership roles. Understanding the values of Gen Z and Gen Alpha is critical when building a dream team that will thrive in the contact center of 2035.
Understanding future generations: Gen Z and Gen Alpha
Consider this: the young generations stepping into the working world are the first to experience several catastrophic events in history.
The isolation of the global pandemic, along with rising gun violence, social instability and growing up with technology at their fingertips have led them to behave and think differently than older generations and prioritize certain values over others.
Understanding their values and expectations is crucial for building a dream team. That said, according to various sources, here are five things these generations look for in a company’s culture when applying for companies to work for:
- Work-life balance: Both Gen Z and Gen Alpha value work-life balance and flexibility in their employee experience. According to Fortune, 60% of employees agreed that remote and hybrid work increases productivity and reduces workplace distractions as well as many of the stressors that worsen Gen Z employees’ mental health difficulties like stress. When hiring, consider highlighting opportunities for a healthy work-life balance, which will attract top talent from these generations.
- Purpose-driven work: These generations seek meaning in their work. They are motivated by companies that prioritize social responsibility and sustainability. Emphasize your organization’s values and commitment to making a positive impact in the community.
- Continuous learning and growth: Committed to personal and professional growth, Gen Z and Millennials seek opportunities for skill development and lifelong learning, understanding that adaptability and knowledge are crucial in a rapidly changing job market. Be sure to showcase your company’s commitment to professional development during the hiring process.
- Technology integration: Growing up with the digital world in their hands, this generation is the first to be considered “digitally native” — they are well-versed in technology and AI and can navigate it with ease.
- Diversity and inclusion: This generation values DEI (diversity, equity and inclusion) far more than other generations — rather than a “nice to have” mentality, it’s an expectation. The ethics of your brand are everything to them.
All this said, you need to be interviewing them just as much as they’re interviewing you. The key to a thriving contact center? The humans running it. So, before you make a hiring and training plan, here’s what you need to look for during the interview process.
5 skills to look for in future agents
When considering how to build a dream team, focus on these key skills to identify top talent who will excel in the evolving contact center landscape.
- A “bionic skillset”: As the reliance on technology grows, agents must be comfortable using various digital tools. A high level of comfort in AI and robotics will be key — this is what describes a “bionic skillset.” Proficiency in CRM software, data analytics and AI-driven platforms will be essential. Look for candidates who have experience with tech and demonstrate a willingness to learn new systems.
- Emotional intelligence: In a world where automation handles basic inquiries, the human touch will be vital. Agents must possess strong emotional intelligence to understand and empathize with customers. This includes active listening, patience and the ability to remain calm under pressure.
- Problem-solving skills: As customer issues become more complex, agents will need to think critically and creatively to resolve problems and brainstorm solutions to roadblocks. An entrepreneurial mindset is key here — they should be able to brainstorm new ideas and create new opportunities to improve the workplace. Candidates should be able to demonstrate their problem-solving abilities through past experiences or situational assessments during the interview process.
- Adaptability: The contact center landscape will be continuously changing, and agents must be able to adapt to new technologies, processes and customer needs. It’s a cornerstone of building a dream team prepared for the future. Look for candidates who have shown flexibility in previous roles or have experience in fast-paced environments.
- Communication skills: Effective communication will remain critical when evaluating how to build a successful team. According to NFER, the top skill to look for in 2035 will be one’s ability to communicate with supervisors, peers or subordinates.
Agents must be able to convey information clearly and concisely, both verbally and in writing. This skill is crucial for building rapport with customers and ensuring their needs are met.
Secure your future by being proactive now
With these tips in mind, one thing is clear: the success of your future CX will hinge on a thriving, tech-forward contact center with highly skilled agents. And by understanding the evolving landscape of customer experience by 2035, you can identify the essential skills needed in your agents and what values they will look for in the work environment. Your job now is to ensure you’re attracting top talent by establishing a place of work that meets their needs.
To learn more about what the future holds in CX and how to build a successful team for the contact center of tomorrow, check out our whitepaper: CX roles of the future 2035.