Gen Y, or the Millennials, are frequently described as narcissistic compared with previous generations; they “want it all” and “want it now.” Yet, we are also told that they have higher levels of civic engagement – just look at the Arab Spring! Can both be true? Is it even possible to compare Gen Y to previous generations? How do we separate fact from speculation? Finally, is this debate useful to managers in the service sector?
Marketing mavens tell us that members of Gen Y are savvy “digital natives” who grew up using digital and interactive services. Some prognosticators argue that Gen Y’s social media use and consequent behavior foreshadows the future behavior of all consumers. These claims seem all too plausible when we see toddlers fearlessly swiping at their parents’ iPhones in airport lounges!
Up to 30% of service workload is preventable. An effective VOC process can drive workload prevention efforts as well as support increased First Call Resolution. In this webcast, John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research, discusses how VOC process can impact both the service function and instigates improvement of other company processes. Keys to success are identifying a broader range of causes, linking contact data to operations data and obtaining strong CFO support.