Millennials are people born between 1980 and 2000 and they represent a growing proportion of the workforce.
75 million millennials are just starting to join, and by 2020 they are expected to form 50% of the global workforce. See this excellent analysis by our friends at PWC in their ‘Millennials
at work Reshaping the workplace’ survey (URL at the end of this document).
Many millennials will be employed in the front and back offices of financial services, outsourced operations and shared services that make up such a large proportion of the developed world’s economy.
As service operations enterprises seek to improve their performance, many of them have adopted management techniques and technologies collectively referred to as Workforce Management (WFM) or Workforce Optimisation (WFO).
Will these maturing technologies remain fit for purpose as they meet the emerging new workforce?
The answer is almost certainly not – and here’s why.