For decades, companies treated training like a box to check. A slide deck here, a video there, maybe a quiz at the end. But that approach is no longer enough, especially for younger workers.

Today’s emerging workforce expects more. They don’t just want training. They want growth. They want clarity. And they want to know the company they work for is invested in their development.

That’s not a preference. It’s a requirement.

Learning = Loyalty

According to LinkedIn, 76% of Gen Z learners believe learning is the key to a successful career. They don’t see training as a burden. They see it as a path forward, and they’re quick to disengage when that path is missing.

Millennials agree. A Gallup study found that 59% of Millennials say learning and development opportunities are critical when evaluating a job. That’s more than any other generation. It’s also a strong signal—if you want to attract and keep younger talent, you need to show that you’re serious about helping them grow.

But here’s the catch: most training doesn’t deliver on that promise.

What’s Wrong with the Way We Train?

The traditional model doesn’t cut it anymore. Younger employees are digital natives. They’re used to learning by doing, not just by watching. So when training is overly generic, passive, or disconnected from the actual work, it doesn’t feel like development. It feels like busywork. And they won’t stick around for it.

Gallup also found that Millennials are the least forgiving generation when it comes to bad managers or stagnant work environments. If they feel like a job is stunting their growth, they’ll leave quickly.

That’s why effective training isn’t just about knowledge transfer. It’s about engagement, confidence, and career momentum.

How to Train for the Next Generation

To meet these expectations, companies need training that’s:

• Realistic – Reflecting the actual pace, complexity, and pressure of the job
• Interactive – Requiring agents to actively solve problems, not just absorb information
• Continuous – Providing regular opportunities to improve, not just one-time onboarding

That’s where tools like ServiceSim make a difference. By simulating real customer interactions in real time, ServiceSim gives agents a safe, supportive space to practice tough calls, develop confidence, and grow in ways that matter. It’s training that actually feels like progress, because it is progress.

The Talent You Want Is Looking for More

If your contact center is struggling to hire and retain younger agents, training could be the reason. Not because you don’t have it, but because it doesn’t connect.

Investing in training that’s practical, personal, and immersive doesn’t just improve performance. It shows your team that you’re committed to their success.

And that’s what Gen Z is really looking for.

Want to Try ServiceSim free?
Visit the ServiceSim listing on Microsoft’s Azure Marketplace

SUBSCRIBE FOR EMAIL UPDATES