This is the third in a multi-part blog series, explaining some of the many features and functions found in the newly released PowerMedia XMS 3.3 software.
If there is any question to the value of recording video, take note of any one of the viral videos of airline customer service “interactions” posted on YouTube.
The emergence of inexpensive storage completely changed customer service interaction and identity verification. Voice-only contact centers almost universally record all customer interactions – thus the pre-call warning that “this call may be recorded for quality and training purposes.” You should expect the same will be true with video customer care interactions. Recording helps resolve potential conflicts of “he said – she said” disputes with financial transactions. Contact centers, banking, legal, and other industries require by policy or regulation that all customer interactions are archived, requiring the capability to record video interactions.
However, recording video is significantly more resource intensive than a voice-only recorder.