60% of communication between people is visual – gestures, expressions and eye contact all play a huge part in communication, as well as what we actually say. Until recently contact centres have been unable to take advantage of this all-important visual communication. But with iSeeCommunications, customers at home or in remote kiosks are now able to see their contact centre advisers, and personalised content that the CSRs can ‘push’ to them, on their PC or TV. The experience is as good as having a specialist sitting alongside the customer showing products, offering advice and helping with transactions.

Benefits to contact centres

So what’s it like for the contact centre advisers?

Contact centre advisers are natural communicators – they are able to pacify distraught customers, advise on complex matters, cross-sell related products, solve problems and ‘superplease’ their customers – just by using the telephone. But with a small amount of training in camera skills they soon become adept at adding the other 60% of visual communication, creating quality interactions.

Experience shows that CSRs enjoy using iSeeCommunications. During our TV pilot in Birmingham NHS Direct nurses appeared on screen and conducted live consultations with patients at home; advisers took grocery orders for Iceland Foods and Debenhams for gifts and flowers; and financial specialists consulted with AMP Pearl customers. The advisers enjoyed the reaction of the customers, 100% of whom said that they loved the rich communication capabilities.

What do customers like about iSeeCommunications?

Topline results from an independent survey among broadband users show: