The Harver Group Management on Call Center World 2015

Last week was Hadi present at the three-day Call Center World event in Berlin. More than 7,500 visitors visited the stock exchange and more than 250 companies found themselves with their booths on the show floor. We describe the highlights and what us fell. What new innovations and trends there are customer contact?


Everyone is talking about


- Omnichannel is the trend you will see these elements anywhere on the stock market, it is expected that this is becoming increasingly important

- New technologies were prominent including Video Ident of arvato and the waiting app Virtual Q

- Invest in the staff gets more attention and is more often on the agenda

- Marketing is a completely different direction, the focus moves to marketing automation

- Competition in the industry is mostly still on price level but quality and innovation are also more common topics of conversation