Video support doesn’t just make customers happier; it makes your metrics sing. ✔️FCR: Agents can resolve issues faster by seeing the problem in real time. This eliminates the dreaded back-and-forth, improving FCR rates by as much as 30%, according to Genesys. ✔️AHT: When agents visually diagnose the problem, handle times shrink significantly. For example, consumer goods companies using video have reported AHT reductions of 20%-25%. ✔️CSAT: A face-to-face interaction—even a virtual one—builds trust and empathy. NICE found that video interactions increased CSAT scores by an average of 15%. It's clear why leading contact centers are leaping ahead by adding visual assistance. Here's a quick guide to making sure your agents don't get left behind... https://hubs.la/Q02_PNL20 #CX #CCaaS #ContactCenter #CustomerService #VisualSupport #VisualAssistance #VisualRemoteSupport #VISION #CallCenter #RemoteSupport
