by Jae Nguyen | March 05, 2020
Floppy disks or cloud storage. Two terms that most likely just evoked an image in your mind. Oh, wait, Floppy disk doesn’t ring a bell? In that case, you’re probably the reason I’m writing this up.
That’s right, I’m referring to the new kids on the block: Generation Z.
In this new day and age where no one spends more than 67 seconds away from a screen without at least a hint of anxiety, recruiting and engaging this new wave of job seekers is no less complicated than swiping right, get a match and then not really knowing how to open a conversation anymore (sound familiar?).
Here’s how we try to adjust our strategy for recruiting Gen Z (try not to peek at your phone while reading through this, I dare you).
We merely adopted technology – Gen Z’ers were born in it, molded by it. They didn’t see record players until they were grown women and men.
This new workforce is a tribe of true digital natives. Born between 1996 and 2012, cloud computing, smartphones, gazillions of apps and WiFi are not only their best tools but pretty much considered a constitutional right. In an era where information is readily available and one Google search away, we are in constant need of new ways to keep them engaged.
In today’s labor market, we recruiters find ourselves WhatsApping, DM-ing and Reddit-ing away at candidates to provide the smoothest process possible, as Gen Z’ers are always on the go and thus prefer a flawless mobile recruitment experience.
Our video content, shortened from 10 minutes to less than 5. We know you’re at Starbucks with a Double Chai Latte, so we won’t torture you with agonizingly long visuals.
Our articles, no more than 1 page. We know you really need to respond to that Snapchat.
Our application forms, the bare necessities. We know you’ll submit it via iPhone.
Our interviews, 30 minutes. We know you have “a thing” coming up right after.
Our assessments, no longer than 90 minutes, because… well, who stays focused for more than 90 minutes anyway?
Seriously, you can apply and work with us while you travel the world. Curious? Click here for our job openings!
I almost forgot what I wanted to write next, because I was busy checking out this new broom challenge… ah, it’s coming back.
Between relatable memes, TikTok, stories on the ‘Gram, Gen Z’ers speak their own language – not just verbally, but culturally. Their constant instantaneous access to all the content (like, ever) has shaped this generation’s consciousness and behavior. Thus, this gen became known for open-mindedness and their deep investment in diversity and inclusivity.
Funnily enough, they’re also painfully self-aware and conscious of their own weaknesses; interpersonal relationships and communication skills, for example, which is – irony incoming – allegedly caused by exposure to technology since birth.
Stubbornly independent and true masters of multitasking, this generation mixes hard work and their early onset of entrepreneurial spirit to stir up a refreshing cocktail of a diverse workforce that’s to be reckoned with. Unfazed by the prospect of flying solo in for a while, Z’ers will hop from job to job, but not because they’re disloyal. On the contrary: they will keep jumping until they find a place they deem worthy of their loyalty – and stay.
Their tendencies can be quite polarizing. So, what is it Gen Z candidates really want? This is what we pay attention to when talking to potential candidates here at 5CA:
If you’ve read your way all the way down here, color me impressed! I really thought I lost you guys somewhere after the intro.
However, I do advise you guys to take the tips above with a grain of salt. Not everything will apply to all Gen Z’ers, and there are exceptions to everything. It’s more of a culmination of our experience in hiring young new talent in this day and age.
The new kid on the block isn’t coming – they’re already here. We’re ready at 5CA. Are you? 😊
Sr. Recruiter by trade, avid watch collector & fighting game enthusiast by heart. Based in the Utrecht offices, Jae spends his days hunting for the perfect candidate while keeping up with the latest and greatest in talent acquisition – all the while dishing out quips & jokes whenever possible.
The times, they are a-most-definitely-changing. As seasoned CX veterans know, plenty of the received wisdoms of third-party contact center management have received something of a battering over the last few years.
If you were not able to attend “CX Strategy: What now?”, our panel debate from last week, then here it is. An insightful, thought-provoking hour with industry gurus Mark Hillary, Stephen Loynd, Peter Ryan and our own Robert Van Diem. Here are some of the themes that really stood out for us.
I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? It’s going to be particularly topical, as one of the key things we will discuss, in the midst of this pandemic, is working from home (WFH) in the CX arena.
I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know that there are a lot of webinars and online debates these days, but I really think you should make time for this one:
Following on from National Customer Service Week, our Chief Customer Officer Rob van Herpen reflects on the journey that customer service has undergone in the last decade, and the role it plays within the wider scope of the whole customer experience.
I’m pleased to announce that I will be moderating a webinar hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know you might be thinking “another day, another webinar invitation,” but as I’m chairing the debate I want to try making this one a little different. We can’t meet at conferences right now so the very least anyone planning a new webinar can do is to ensure it’s interesting and this one should hit the ball out of the park.
Gaming has been one of the few beneficiaries of the Covid-19 coronavirus pandemic. Global quarantine and stay-at-home orders preventing people from traveling, commuting, and socializing has resulted in a boom for the gaming industry.
Maximize the value of your VIP players and discover how work from home (WFH) support helps you add more value to your gaming whales.
Game launched? Check.
Player hype? Check.
Champagne? Crack that bottle, you deserve it!
But while it bubbles on your tongue, let me ask you this: Have you considered how to respond to players who need assistance or want to provide feedback? And when your player base grows (and let's be honest it will - your game is awesome), what will you do when those interactions start exploding in languages you do not speak? How will you manage the volume of requests coming in, but still provide the best possible user experience to your fans?
Yes…. Another thought piece on how COVID-19 is re-shaping life as we know it and what can we learn from it going forward.
With people stuck at home and shops closed, several industries, such as e-commerce, streaming entertainment, and gaming, are experiencing hyperactivity. The influx is driving revenues but also customer support needs.
Did anyone see that Assassins’ Creed Valhalla announcement trailer? Of course you did. Chances are you did not discover it on your own, but instead it appeared on your social media channels, most likely shared by a fan of the franchise or an influencer. At least that is how it happened to me. Game marketing truly has changed in the era of digital, community, and influencers.
In BPO, we often talk about how we deliver the best possible customer experience. We focus on training knowledgeable and empathetic agents, we run and rerun staffing simulations to ensure minimal wait times. These things are important, but, for the most part, once a customer is reaching out to us, it’s already a ding to the overall customer experience. Customers want an easy experience that works as it should and is intuitive.
Last month, Vice ran an interesting article by Jess Morrissette on how games marketing invented toxic gaming culture by promoting toxicity and harassment as value propositions for gaming. While considered perfectly reasonable at the time, games marketing has luckily taken a turn for the better.
One of the most interesting things about the gaming industry is that gamers don’t behave like customers. Sure, they have no problem spending like customers, but their devotion and passion makes them more like super-fans.
With more and more companies providing work-from-home possibilities, and children spending more time at home during school breaks, many tend to fill the time previously spent commuting or at after-school activities on picking up new or old hobbies. It comes as no surprise that playing video games is one of those favored hobbies.
The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation, there is a real need to ensure these people have something to do.
In today's business world, you’d be hard-pressed to find someone who does not agree that Customer Experience is an essential aspect when building and maintaining a profitable business.
We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development...
The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it?
In this article, I’ll provide you with five tips to shape your customer service organization in such a way that you can prevent your customers from experiencing exactly this.
When you think about Customer Experience I’m willing to bet you’ll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually using it.