Four things to consider when rolling out video
When it comes to customer service there is nothing quite like engaging with an actual human and nothing quite as infuriating as being caught in an endless loop of automated voice prompts.
Perhaps this is why offering video as an option in the contact centre has proven to be a powerful way to improve customer service for WestconGroup Southern Africa’s vendor partner Avaya.
Many other businesses are adopting or at least investigating the implementation of some form of video, because those that don’t, will struggle to catch up to their competitors. According to Avaya, a rise in Customer Satisfaction (CSAT) scores have confirmed the initial premise that video adds value to support and customers are happier when they engage in video conversations with agents in the contact centre.
To deploy video you need a strong infrastructure and a holistic cultural commitment by customers and agents. But before you deploy video in your contact centre here are Avaya’s four key considerations:
These considerations can simplify the process of rolling out a successful video-based support programme. Happier agents are able to solve problems faster which leads to happier customers, and happier customers means more business.
For more information on the full spectrum of Collaboration & Communications Solutions and offerings from WestconGroup, contact Tiens Lange.
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