Your customers are changing (is your Service Desk keeping up?)
Michael Billimoria of Lucid IT (UXC Consulting) has just released an interesting whitepaper on the challenges of dealing with a new wave of customers, Gen-Y.
Anyone who has been in management in the last 5 years will have noticed a dramatic increase in the attrition rate of employees that fall within the late Gen-X and Gen-Y category. Quite simply, if we do not specifically cater for their individual needs, they will move on.
This usually results in a drop of service levels and an increase of training costs whilst we onboard their replacements.
What can we do to keep them happy (and loyal)?
Take a read and let me know your thoughts.
Your customers are changing
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