Great expectations – generation Y are transforming communications and driving ICT innovation
In 2010, about half the UK's work force are comprised of Generation Y - those born between 1980 and 2000. They're the people for whom personal communications technology has always been there - it's the norm.
Not only does this generation demand to use their technology of choice in the workplace, they also make the same demands as customers.
When it comes to customer service and contact, two things are clear: firstly, if they receive bad service they don't complain, they simply leave. Second, they've grown up into the world of social media and that's how they want to communicate. They barely use email, let alone the dinosaur concept of fax.
Generation Y will shape the technologies that support employment and customer service
Teenagers communicate using IM, Facebook and SMS, so our team implemented custom connectors on top of our existing multi-channel contact centre product, bringing web 2.0 technologies into the contact centre platform.