Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Vijay s
Director
54
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
MEMBER
Jason Taylor
Officer of County 311 Services
0

Natalia Bochan - ContactCenterWorld.com Blog

WHAT IS A VIDEO CONTACT CENTER?

altitude software video contact center solution

 

Video contact center adds an additional channel to the customer experience strategy.

We´re witnessing, almost every day, to the rise of a new means of communication. People use texts, mobile messages, video calling, and others to communicate with each other. They expect the same flexibility when it comes to companies they do business with!

It´s true that we’re in an era of self-service, automation, and bots but people still need, and want, to feel some proximity. Video chat associates faces to names, enabling customers and agents to develop a trustworthy relationship.

There is not any communication channel that achieves customer proximity and intimacy as face-to-face, but video sure comes pretty close!

What are the benefits of a video contact center?

Video chat allows businesses to:

Increase FCR rates

The identification of issues very quickly leads to an equally quick resolution. Video chat between customers and agents can help in better, faster and timely resolution of customer queries. During a video call, customers show the problem, instead of explaining it, and receive an immediate answer from the agents. This fact not only increases FCR rates, but also customer satisfaction levels.

Improve cross and upselling

Video chat promotes a different level of connection between customers and agents as it fosters an environment of credibility and trust. Screen sharing allows customers to share with agents what they are doing and how they are doing it, empowering agents with knowledge that allows them to offer relevant services or products without being intrusive.

Personalize the customer experience

Making each customer feel unique and special is the key to success. And in the virtual world, it doesn’t get much more personal with anything else than with a video chat. Being able to associate a face to a brand, feeling the closeness and intimacy only achieved through video chat, makes it easier for customers to feel connected to the brand. They feel that their problems are being solved and that they are in good hands and taken care of.

 

Companies benefit from video solution features, such as co-browsing or collaboration, to make the support process faster and more efficient. These are appropriate for help desk and ecommerce websites in guided navigation or form filling.

 

What businesses can profit from a video contact center?

All businesses regardless of what they do can use video calls and video chat to engage with their customers and establish a more intimate relationship. Businesses such as banking, healthcare, government support centers, recruitment, or retail are already taking advantage of it to:

  • Build a trustworthy relationship
  • Humanize virtual interactions
  • Improve sales
  • Provide a consistent customer service

 

Altitude Software customers from the most diverse areas are already taking advantage of video chat and calls to communicate with their customers.

 

Publish Date: April 30, 2020 1:11 PM

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31783 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =