Visual Engagement technology

Visual engagement is the process of supporting customers through the use of video, face-to-face video conferencing, screen sharing, or co-browsing.

Benefits of Visual Engagement technology

Visual Engagement technology can be particularly useful in a technical support call centre as it enables customers to show you the problems they are experiencing leading to quicker resolutions and happier customers.

This could be online (sharing a screen to show a problem) or a physical setting for a diverse range of issues from showing a plumbing issue with a leaking pipe or a TV not working through to medical-related support and more.

Yes, I could have provided numerous examples of inappropriate ways visual engagement could go horribly wrong but I actually think the technology is a big part of the CX/call centre future so I’m just going to keep things all nice and above board.

Challenges with Visual Engagement technology

Of course, one of the challenges with this being a visual medium where you can both potentially see each other (like in a two-way video) is that your call centre agent is now effectively ‘on show’.

Things like body language and facial expressions become important as well as tacking issues about whether call centre agents now have to wear a corporate uniform.

Next steps:

You can find suppliers of Visual Engagement technology in our Business Directory.


Upcoming Industry Events:

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

Event Organiser:

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

Event Organiser:
CX Skills

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

Be the first to comment

Leave a Reply