Friday, April 11, 2008

Embedded Call Centre Video

I've been seeing quite a bit on video call centre lately, and most of the focus has been on video as an alternative to just voice communication. I've done quite a bit of posting on this lately in "Video and contact centre - some thoughts" and "For a Friday - Contact Centre, video and the call centre movie".

One area more neglected area of video where there's some interesting ideas is the agent desktop. The thoughts here are more around embedding video for the agent as either e-learning or brand awareness training. As an example, I've embedded the trailer for the call centre movie below.

The thinking is that this way agents could quickly learn about the latest TV advertising campaign, for example, that an organisation is using to generate inbound sales traffic. If this campaign were to be run only at peak times then there is a high probability that the agents on the shift that takes the calls will not have seen it.

Other uses potentially include adding dynamic content to portals and integrating it with mashups. Mashups with Video and VoIP enablement strike me as very interesting area for the desktop and is something I'll look at in more detail soon.

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