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“Video Chat” does not necessarily mean “Video Call”.

2016-12-angry
For God’s sake, stop being so afraid of the “video” aspect of “video chat”. Yes, dual video is a great feature of video chat solutions, however it is totally optional and by no means a requirement. Also, try to keep in mind that it is not necessary to overly invest in the agents on screen picture quality (i.e. attire, surroundings, banners, etc.), to deploy the video chat in a contact center.

When should you enable video in a contact center?
1. For sales, especially for luxury retailers when less emphasis is placed on call handling time and more emphasis is placed on developing a high-end customer experience.
2. When servicing hearing-impaired customers.
3. When a video chat expert is there to replace an in-person representative i.e. stores, branches, etc.

So, unless you absolutely need a live video call, just replace the agent’s video with a good-looking photo. Try and focus more energy on delivering an ideal customer experience by leveraging web-collaboration features such as the co-browsing and app sharing for support, as well as pushing video and pictures for sales.

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11/1/2017

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