Contact Center Pipeline January 2023 January 2023 - Page 41



The move to work-from-home ( WFH ) has brought digital collaboration , notably video , to the fore . But there have been many reports of “ video fatigue ” amongst co-workers , potentially customers .

So , what is happening with video collaboration ? Is there a switch back to audio / web collaboration ?
NICK MARTIN : Video fatigue can happen amongst call center agents , especially when using omnichannel session handling ( OSH ), which increases the intensity of channel engagement . The use of OSH can cause additional cognitive load , which is why it is so important for agents to be well-trained to handle multiple contact sessions .
With the rise in remote work , it ’ s necessary to combat video fatigue as many of our interactions , not only with customers but also colleagues , have shifted mostly to video .
Improving metrics to monitor all interactions can help improve video fatigue and cognitive load as current KPIs and ASA are inadequate to gauge the nature of these digital interactions and can help organizations better understand this issue .
PETER MILLIGAN : On the contrary , we see employees who are working remotely embracing video meetings .
In fact , according to a recent Pew Research survey , among those who regularly use video conferencing tools for work , most are not bothered by the amount of time spent on video calls .
Roughly three-quarters of working adults who use online conferencing services often ( 74 %) say they are fine with the amount of time they spend on video calls , while 26 % say they are worn out by it .
Perhaps this view of video conferencing fatigue was born out of the sudden and wholescale movement to remote work . Individuals who were used to being in the office and used these technologies infrequently were tossed into the deep end . Now every meeting was a video meeting .
So why the fatigue ? Prior to the mass move to remote work when meetings were video enabled , many team members who were not remote would rarely turn on their cameras because they were in the conference room at HQ or perhaps they just didn ’ t care to .
For remote workers this was frustrating as they had to try to figure out who was speaking and even struggled to see exactly who was in the meeting .
Now all cameras are on , providing no chance to zone out , play with your phone , or simply check out . Perhaps the switch to always being on in meetings is what caused this thing we refer to as video conferencing fatigue – now everyone has to pay attention and contribute .
As time has gone by , and as the Pew Research survey indicates , nearly three-quarters of workers who spend time on video calls are fine with it .
This is because video is absolutely necessary in today ’ s world . It is all inclusive , everyone is engaged , we all know who is in the meeting , it encourages collaboration , and helps build relationships . These benefits are not only for your internal employees , but they also translate to meetings with your customers . A win-win .
It is well documented that hybrid and remote work environments are here to stay : and video is necessary for productive , thoughtful , and collaborative meetings .
Does that mean audio and web collaboration are technologies of the past ? No . It simply means that using the right channel for your meetings is essential , which may mean opting for a phone call or a one-on-one message or team chat instead of a formal meeting .
CHRIS MINA : Against a backdrop of economic uncertainty for consumers , CX and the relationships brands create and maintain with consumers matter more than ever .
While video is still a growing channel of choice for consumers , recent Vonage research points to the opportunities businesses should be prioritizing to get CX right , some of which are currently being left on the table .
Voice , for example , is far from dead and has experienced a renaissance since 2020 . Vonage ’ s latest global research shows voice calls are a top-two preferred communications channel by consumers when connecting with brands and is on the rise .
That said , we have also identified that we are coming out of the depths of video fatigue . We are finding that brands , employees , and consumers are adapting well to the new world .
The sharp contrast from in-office to at-home work has dimmed as many employees return to a hybrid lifestyle . This is yielding a healthier balance of in-person , video , and voice engagements .
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