Quantanite have announced the appointment of Andrew Hall as Chief Commercial Officer as it expands its Leadership Team further. This follows the recent appointment of Neil Russell-Smith as Global Director of Marketing.

In the third and final part of this editorial series, we look at how we ‘define’ and ‘identify’ vulnerable customers, how to support agents when dealing with vulnerable customers, how to retain staff in a time of crisis, and how the Cost of Living Crisis will affect outsourcers.

here is so much concern amongst both front-line staff, managers, and all our customers, about the rising cost of living, and the increasing difficulties of making ends meet. In the second part of this Editorial series, we continue to explore what this means for the contact centre and customer service sector, both for the customers and our people, the effect it is having, and will continue to have, on our People and Customers.

Quantanite, an outsourcing and customer experience (CX) solutions company, today announced that Atif Hafeez will join as the Chief Financial Officer of the Quantanite Group.

There is so much concern amongst both front-line staff, managers, and all our customers, about the rising cost of living, and the increasing difficulties of making ends meet. In the first part of this Editorial series, we explore what this means for the contact centre and customer service sector, both for the customers and our people.

There’s a lot of talk about the value of having a diverse workforce, and that is a good thing, but having a wide range of individuals working in an organisation is only a starting point. ​If employees don’t feel listened to, valued and respected, you’re not reaping the benefits of their diverse perspectives. That’s where inclusion comes into play. As a leader, creating an inclusive workplace begins with you.​

Every generation has its challenges. Millennials may have grown up with the fastest evolving pace of change and technology but it’s not always having a positive impact. Today, more than half the workforce will be made up of Millennials and this will have a big impact on business and how they operate. As consumers, Millennials are demanding, expecting instant gratification and customisation. As employees, while they have incredible potential, some predict that they will prove to be one of the most challenging generations to manage yet.

Ventrica, the fast-growth multilingual customer management outsourcer for blue-chip brands, is pleased to announce the appointment of Iain Banks as its new Chief Executive Officer. Iain will take over as CEO from founder Dino Forte and will lead the business through its next phase of growth and expansion to further cement its reputation as the ‘go to’ partner of choice for prestigious brands demanding high levels of personalisation and engagement with their customers.

As the War for Talent intensifies, in the Final part of this Editorial series, we explore what this means for the Contact Centre sector, with a range of views from those running operations and those recruiting, what effect it has had, and will continue to have. We ask what have been the causes, explore the impact of Candidate power, ask if its simply a question of more money or WFH, and what we as an Industry need to do.

We ask what can or should be done about it, what effect is it having on staffing levels, service levels and KPI’s, and resultant impact on customer service, deliveries, fulfilment, and the impact on recruitment. We explore if this is sustainable in the long term, the impact at the senior end of the market, the impact of hybrid working, and how the industry may need to change its attraction and recruitment strategies.