Managing Millennials in Service Operations


A new series of opinion articles, addressing the challenges and innovations in the world of Digital Operations Management

Edition 3 – Managing Millennials in Service Operations

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).

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