Trends Report

Gear Up For Next-Generation Service Support: Millennials Are The New Frontier

Prepare Your Service Desk For The Demands Of This New Workforce

May 2nd, 2016
Elinor Klavens, null
Elinor Klavens
Christian Kane, null
Christian Kane
With contributors:
Eveline Oehrlich , Shanta Samlal-Fadelle , Vanessa Wegner , Rachel Birrell

Summary

Millennials are becoming the largest demographic group in your workforce. Their experience with digital technology shapes their expectations of and behavior in the workplace. I&O professionals must support Millennials' communication, technology, and information needs with new service desk models, such as self-help options, genius bars, and improved information access. This report helps I&O pros determine how to expand the scope and delivery of their services to meet Millennials' needs with unique and beneficial service experiences.

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