But, if we analyze closely these trends, we can see that voice has remained being the main communication channel, at least by most generations. Why? In my opinion, even though you might feel lazy on making a phone call to speak to someone about a problem, deep down you know it is the fastest way to solve something or get an immediate answer (provided that the agents picking the phone are properly trained). For other “issues” you can send an e-mail or chat via web, but they usually not require an immediate action. Also, these impersonal relationship don´t allow us to trust entirely the company, to sometimes delay decisions and to end up calling the call center to finally purchase the product or service, and depending on the “feeling” the customer might or might not finalize the purchase.
In fact, even though younger generations are very comfortable communicating through the website, e-mail, etc, the voice channel and one-to-one conversations still take place, we use voice and even video, not only in our personal life but also professionally. We use video and voice in our business meetings and even client´s presentations and we are beginning to see a trend in the use of video as an interaction channel in the call center.
What is your opinion is video chat in the call center here to stay? Does this trend respond to customer preferences or to Company´s interests?
