Why understanding baby boomers, generation X and generation Y holds the key to smart 21st century customer service leadership (2010)
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Paper that provides a framework for customer service leaders to analyse and manage the generation gap among call centre staff. © 2010 by Calcom Group Ltd
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Description
Paper that provides a framework for customer service leaders to analyse and manage the generation gap among call centre staff. Argues that leaders need to foster a culture of tolerance and understanding between generations in order to save operational costs and improve customer experience.
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