Friday, March 14, 2008

For a Friday - Contact Centre, video and the call centre movie

I feel there is the opportunity for a serious discussion about video in contact centre, but Friday is probably not the time to have it. The growth of 3G for mobiles and video calls on Skype make video very relevant for any discussion of the future of the contact centre. I believe video is an inherent part of the move to voice over IP. If you can send packets of voice across a network, then sending packets of video is a logical next step and restricted more by bandwidth limitations (which are ever reducing), than it is by technology capabilities.

I've touched on video before in "SOA - bringing CRM, telephony and business together? part 2, voice portals", especially with reference to the Cisco Voice Portal but video deserves a deeper discussion than most people have time for at the end of the week.
I'll write more about managing video at the start of next week and instead introduce you to "Call Centre the Movie". It's a film with no intention of taking itself, outsourcing or call centres seriously, but it is important because it has shaped perceptions of the industry, it has won a number of awards (e.g. here at the 2005 Riverside International Film Festival) and it has a very significant internet presence as any Google search will show. You can see the trailer here on Youtube .
If that 30 seconds has whetted your appetite, then the full movie (all 12 minutes) is here.
What I find interesting about this movie is how well it shows that consumers understand offshore service as being driven by cost. Whether you like the movie or not, it does summarise very neatly a lot of public perceptions the call centre industry has to deal with.

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