Managing Gen-Z and Millennials in the Contact Center
NICE inContact
AUGUST 23, 2019
In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Ironically, while both generations can be difficult to engage, they are always connected.
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