Video-Enabled Bank Contact Center
Traditional contact center interaction channels do not allow the level of personal interaction that more complex or emotionally driven tasks require. With video banking, agents can deal much more effectively with unhappy or angry customers. They can encourage customers to go beyond the original reason they called, increasing the contact center’s ability to generate revenue.
Benefits:
Improved management of customers’ emotions
In a human interaction, body language account for 55% of the overall message.
Higher customer satisfaction
Compared to standard voice service.
More effective interactions
More cases solved in the first call.
Reduced agent churn
Greater contact center agent satisfaction as roles becomes more rewarding create employee loyalty to the organization.
- Provide interactive video support to users of banking websites, mobile banking apps, ATMs, and ITMs.
- Escalate text chat or phone-based contact center interactions into fully engaged video conversations.
- Use “see-what-I-see” video sharing, document sharing, and co-browsing to streamline troubleshooting.