In many call centers, Baby Boomers and Generation Xers are managing a workforce that increasingly includes a cohort of younger, tech savvy, but allegedly coddled members of Generation Y (also called Millennials). Futurists and psychologists tell us that these groups are destined to clash over communication style, rules, and the balance of work and personal life. Millennials want to define their jobs by the needs of their personal life rather than the other way around, and they demand opportunities to develop their career. This report examines the conflicts and issues that have arisen and what utility call center managers are doing now to solve them.