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Contact Centre – Activities to capture the imagination of “Gen Y” learners.


I'm currently designing a training programme for Contact Centre staff, most attendees will have no prior experience and come from the "gen Y" generation.  The programme is designed to give them a foundation in what a contact centre does, related technology, customer experience, business etiquette and complaint handling

I'd like to share some input on what others have used to good effect, that get the key learning points over but in a way that will capture their imagination.  I haven't got a bottomless sack of cash, so any proposed ideas need to be cost effective.

I'm an experienced Trainer, so know how to design effective training, I am however, keen to explore new approaches and ideas.



One Response

  1. first hand experience…..

    I have two Generation Y sons, neither has much experience as a customer of being on the receiving end of contact centre communication… If I were in your shoes, that is where I’d start.  Generation Y tend to be a bit cynical (doesn’t every generation when it is at the age that Gen Y are now?) so experiential learning will, IMHO, be the single best method for getting them to both think about their own behaviours and for getting their learning to strike a chord and stick.

    I hope that helps


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