The folks who created the cartoon space family the Jetsons were pretty prescient.
Like most folks of "a certain age" (yes, old), I especially coveted those video phones.
So I expected to be quite receptive to the idea of video communications between customers and service representatives, the topic of a recent destinationCRM.com article. Yet I wasn't, as it turns out.
Why? Because the scenarios laid out by the Frost & Sullivan analyst who authored the piece truly seem to be a case of trying to take a cool technology and apply it to applications that just don't need it, rather than a case of applications that could clearly benefit from the technology.
He suggests, for instance, providing touchscreen kiosks in retail stores that customers could use to select a category like audio equipment or HDTV and connect with a qualified specialist who could answer their questions.
I like the idea of using specialists rather than the usual generalists who try to address questions on a broad spectrum of topics. I just don't see video as a necessary, or even a desired, component in this model -- unless perhaps, agents could actually perform product demonstrations or other tasks that would be improved with visuals.
Consider that hard-to-understand accents are a frequent beef of dissatisfied contact center customers. Do you really want to add agents' appearance to the long list of performance concerns already associated with these centers?