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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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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.

All rights reserved. Photocopying and/or use of this material is strictly prohibited without prior consent of the Calcom Group.

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