The technology that drives video contacts may be maturing, but are customers and contact centers ready for video calls? Industry experts offer their views.
Did the agent who handled your call look professional and friendly?
It’s highly unlikely that the above question is included in your current post-call customer survey. That question, however, may not be considered so odd in the near future.
Several technology analysts and others in our industry believe that contact centers and customers alike will soon embrace video contacts — pointing out that the technology driving such contacts is ready for primetime, and that customers are hungry for more personalized live support.
“One hundred percent customer satisfaction is the score all enterprises aim for,” says Mona Sultan, an analyst on the Customer Interaction Technologies team at Datamonitor. “Video can be a wonderful tool to achieve this, as it can break down facile barriers that exist with faceless telephone conversations.”
Steve Kowarsky, executive vice president of IP contact center technology provider CosmoCom, offers a similar sentiment. “The big advantage [of video in the contact center] is the enhanced customer bond created by expanding the human dimension of the customer care interaction.”
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Did the agent who handled your call look professional and friendly?
It’s highly unlikely that the above question is included in your current post-call customer survey. That question, however, may not be considered so odd in the near future.
Several technology analysts and others in our industry believe that contact centers and customers alike will soon embrace video contacts — pointing out that the technology driving such contacts is ready for primetime, and that customers are hungry for more personalized live support.
“One hundred percent customer satisfaction is the score all enterprises aim for,” says Mona Sultan, an analyst on the Customer Interaction Technologies team at Datamonitor. “Video can be a wonderful tool to achieve this, as it can break down facile barriers that exist with faceless telephone conversations.”
Steve Kowarsky, executive vice president of IP contact center technology provider CosmoCom, offers a similar sentiment. “The big advantage [of video in the contact center] is the enhanced customer bond created by expanding the human dimension of the customer care interaction.”
Read More Article...
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