Interesting post yesterday by Stoffer's Soapbox on Gen Y and the Changing Contact Center.  According to the post, the internet and new media are changing the way companies approach lead generation and support for this market.

"Those companies who will succeed in this new world will find a way to use these new channels of communication to communicate with each customer the way that customer demands to be communicated with. Gone will be the days of the static lead form and we will usher in the days of click to chat, click to call, more free upfront content, product blog feeds and self service as a primary means to sign up as a customer and manage a customer account."