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:
| Future of Video | Percentage |
|---|---|
| For “How to” Tutorials | 75.6% |
| For One-to-One Product Demonstrations | 32.0% |
| For Online Focus Groups | 24.4% |
| To Answer Common FAQs Online | 61.1% |
| To Discuss Your Queries About a Product / Service | 31.4% |
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.
Related Research
To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below:
- What Contact Centres Are Doing Right Now (2023 Edition)
- What Contact Centres Are Doing Right Now (2022 Edition)
- What Contact Centres Are Doing Right Now (2021 Edition)
- What Contact Centres Are Doing Right Now (2020 Edition)
- What Contact Centres Are Doing Right Now (2019 Edition)
- What Contact Centres Are Doing Right Now (2018 Edition)
- What Contact Centres Are Doing Right Now (2017 Edition)
- What Contact Centres Are Doing Right Now (2016 Edition)
- What Contact Centres Are Doing Right Now (2015 Edition)
You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below:
- Is Your Contact Centre Delivering Exceptional Customer Service? (2020 Edition)
- Is Your Contact Centre Delivering Exceptional Customer Service? (2019 Edition)
- How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)
For more great information check out our other Contact Centre Research
Author: Robyn Coppell
Published On: 25th Aug 2022 - Last modified: 10th Oct 2023
Read more about - Contact Centre Research, Akixi, benchmarking, Future, Polls, survey
