Every generation is shaped by the events, leaders, developments and trends of their time. Today’s emerging workforce and consumer population has been influenced by the rise of instant communication technologies made possible through the use of the Internet. Often characterized as peer-oriented due in part to the ease with which they leverage technology to communicate, the Millennial Generation (also known as Gen-Y) will present new challenges to businesses, both as employees as well as consumers.

Join Avaya and IQPC’s 2010 Call Center Leader of the Year finalist, Stuart Beame, as we explore the behaviors and expectations of this coming-of-age workforce.

• Gain insight into how the Millennial Generation will reshape the workplace and challenge current customer service approaches
• Understand the evolving role of social media in the Contact Center
• Experience the evolution of collaboration technologies that transform interaction and engagement models

hether as newfound customers for your business or as new employees to help drive your future successes, the Millennials will compel a different approach to the technologies, processes and channels of communication utilized in today’s enterprise. Now is the time to make sure you are ready for them!

About Featured Speaker, Stuart Beame:

Mr. Stuart Beame has over 20 years of Contact Center and Training experience in a wide variety of activities such as: launching Orbitz.com, leading the training and quality assurance programs for DirecTV, opening sites in India and the Philippines, and as Director of Training and QA for the Census 2000 project. Mr. Beame’s prior experience leading the contact center for the 80,000 student-strong Central Piedmont Community College and current role leading Training and Education for Novant Health has afforded him a unique opportunity to observe and interact with the Millennial Generation. In 2010, he was recognized by the internal sanctioning body of IQPC & Customer Management IQ as a finalist for Call Center Leader of the Year, and presented the keynote session “Know Me or No I” at the 2011 Call Center Summit in Orlando, speaking to the challenges and expectations of the Millennial Generation.

About Avaya and Avaya DevConnect

Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

The Avaya DevConnect Program provides a wide range of developer resources, including access to APIs and SDKs for Avaya products, developer tools, technical support options and training materials. Registered membership is free to anyone interested in designing Avaya-compatible solutions. Enhanced Membership options offer increased levels of technical support, compliance testing, and co-marketing of innovative solutions compatible with standards-based Avaya solutions. To learn more, or register for membership, please visit www.avaya.com/devconnect.

Location:
Omni Austin Hotel Downtown:
700 San Jacinto at 8th Street (info | map)
Austin, Texas 78701
Tel: 1.800.THE.OMNI