Camera phones and Contact centers

Posted on | January 21, 2005 |

Call centers became contact centers once email entered the equation. Some people answer phones, others answer email. The next challenge may be to integrate cameraphones into the process.

Some people, however, are beginning to think about ways to redesign contact centers in the age of cameraphones. It’s not hard to see how this could be very useful. As the old joke goes, in the digital age, a picture is worth 1024 words. Sometimes it’s difficult to explain what’s happening in words, when a picture would make it clear immediately. If you’re having a problem with something, and you can add a visual aid that can be immensely helpful. This also goes two ways. If the contact center can send out graphical information back to the caller, that could save a lot of time talking.

Source: How Contact Centers Need To Change In The Age Of The Cameraphone

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