Video Contact Center , like video call, is the name of a form of voice communication with image extraction applied to a professional multi-channel contact center. To meet the needs of personalizing user experience. For more details, please refer to the sharing article below with Lokas!
1. What is Video Contact Center?
Video Contact Center is considered an important and indispensable technology in a professional multi-channel contact center. Video contact center is a type of communication via the internet, but you can include voice and extract images.
2. Outstanding features of Video Contact Center
Visual interaction, also known as Face to Face, is a form of voice video, through the internet, agents can log in to websites, or mobile applications to connect video chat with customers. The special thing is that the platform for this type needs to apply cloud technology to achieve the highest performance and stability.
Increase more emotions for the consultation process
Video contact center is considered a contactless method of communication, playing an important role in the field of customer care. Although this is a contactless communication solution, it brings more emotion to the conversation. Through this conversation method, customers will see the operator’s facial expressions and body language when presenting or handling a problem.
On the other hand, the operator can also clearly see the customer’s expression to offer the best communication method, easily create empathy, share issues that are easy to get into the customer’s heart, from That increases customer loyalty.
Quick and timely support
As discussed in the section “ Add more emotions to the counseling process! “Video Contact Center will help agents easily empathize and be close to customers. From there, improve the opportunity to exploit information faster and more accurately.
Creating value for customer service quickly and conveniently enhances the competitiveness of the business brand in the market.
Improve customer satisfaction rates with just the first call to the contact center
Quick and timely support is always a plus for the service industry. This helps to improve the important FCR of the contact center. FCR – First Call Resolution is an important contact center metric that allows businesses to gain insight into the quality of customer service, representing the ability to respond to the needs of definitive support for customer issues. in just 1 first call to contact center.
Above is all the information about Video Contact Center that we want to share with you. Hope the above article will bring you a lot of useful information. Good luck!