For Marcin Kapralski, the year 2015 meant three trends: omnichannel, moving sales from offline channels to online and personalization. Certainly the most noted and memorable events are connected with the market consolidation, which according to CCIG’s Managing Director meant becoming more competitive in the areas of quality and know how. Outsourcing Call Center is developing dynamically and professionalism is increasing. In the upcoming months the industry is going to develop in the omnichannel customer service direction, and a real challenge will be the activation of the inbound sales project.
The end of the year is a good time for summarizing what has happened, but also for looking forward to the future and checking what challenges await us. More about the trends in the call center industry in our interview with CCIG’s Managing Director on the portal forumcallcenter.pl.