The Service Leader's Guide to Recruiting and Retaining Gen Z & Millennial Employees (2021)

Today’s service workforce is undergoing a dramatic generational shift.


Today’s service workforce is undergoing a dramatic generational shift. As Baby Boomers move into retirement and take their hard-earned expertise with them, a wave of younger workers are entering the service industry with a sizable learning curve. The disruption presents ongoing challenges for service organizations of all sizes.


In the midst of this shift, service leaders are also juggling


  • A growing skills gap that impacts service cost and quality
  • An imbalance in workloads between service veterans and less-tenured staff
  • Employee dissatisfaction and/or high turnover


How can organizations attract, retain, and quickly bring up-to-speed younger workers before your seasoned pros retire?


Included within this paper are: 


  • An Ongoing Generational Shift
  • Two Major Service Challenges to Overcome
  • 4 Solutions for Effectively Building the New Service Workforce
  • What’s Next – Now’s the time to act.
  • and more…


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