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Nearly one-third of Contact Centers expect to deploy Video Chat to improve Customer Engagement

According to a research from Dimension Data, nearly one-third of contact centers expect to deploy video chat for customer engagement. The research says that giving customers the additional option to remotely connect face-to-face, at moments that are important to them (and on their terms), can make their customer experience even more powerful. For example, bank customers or credit union members today may not feel the need to be face-to-face with an employee in the event of a fraudulent transaction appearing on their card. However, in the event of a major financial milestone (like planning for college, launching a small business or buying a home), people want to be one-on-one with another human being.

Source: Dimension Data - 2016 Global Contact Centre Benchmarking Report Summary

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