Meeting the Expectations of the Next Generation of Employees


This week, my daughter is graduating. As her “full-time job” of attending high school comes to an end, she’s planning the next chapter of her life.  She has been working part-time for the last several months as a sous chef at a trendy café. Over the summer her goal is to work as many hours as possible and save some money.  When the fall semester comes around, her hours will likely change again, based on her class schedule at the local state college. She loves her job and the café owner praises her cooking every day. It makes her feel good to know she’s making a difference at the café.

Teenagers and young adults working is nothing new, however, their expectations, when it comes to their jobs definitely has changed.  A recent study focused on expectations of Gen Z in the workplace, conducted by food service and facilities management company Sodexo found that 43% of respondents identified having a fulfilling role as their number one priority. Additionally, when asked, “What is more important to you, a high paying formal 9-5 job or a role with less pay, greater flexibility and work-life balance?” the majority, 65%, chose the latter.

My daughter’s workplace expectations are right in line with her generational cohorts.

Generation Z, born between the mid-1990’s and mid-2000’s, has no recollection of a world without internet — and are probably too young to even remember dial-up. They’re tech-savvy and have likely had a mobile phone since middle school, if not earlier.

As Generation Z becomes the next generation of contact center employees, using software tools with interfaces that are as old as they are is not exciting. And, voice-based personal assistants like Siri and Cortana widen the gap between current contact center software and “what’s possible now”.

The Aspect Mila personal assistant may help companies narrow the gap and meet expectations of Gen Z employees by making work life easier and engaging agents. Using interactive self-service, natural language text communication, agents can ask questions like, “can I take tomorrow off?” or “how many PTO hours do I have?”

The use of conversational English for the most common agent workforce tasks allows agents to communicate in a way they are comfortable with, providing the flexibility they desire while helping them feel fulfilled with their role.

Learn more about Aspect Mila workforce management tools here.