Video Has a Mainstream Future

We asked our readers ‘Where Would You Like to See Video Used in Future Contact Centres?’ This article looks at what 224 contact centre professionals see as the future for video in contact centres.

The results have been taken from the Future Innovations Chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by Akixi.

Where Would You Like to See Video Used in Future Contact Centres?

The future of video in contact centres – results:

Video Has a Mainstream Future, but Not for Customer Queries

The potential of video seems to have captured the imagination of contact centre leaders, with 75.6% of contact centres interested in using the channel for “how to” tutorials.

Also, 61.1% would like to see videos used to combat common customer queries through placing recorded answers to frequently asked questions (FAQs) on the website.

However, percentages drop considerably when it comes to implementing the channel for live advisor conversations.

Less than a third of contact centres would enjoy implementing the channel for one-to-one product demonstrations (32.0%). Even fewer feel the same way about using video to actively deal with customer queries (31.4%).

This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.

Author: Robyn Coppell
Reviewed by: Jo Robinson