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

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, according to Mike Masnick for TheFeature.com.

"The basic concept of a call center is pretty obvious. Contact center employees sit there, take calls from people and answer their questions or solve their problems.

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.

[...] Of course, all of this would require a significant change in how many contact centers are set up. Right now, most simply don't have the infrastructure in place to either receive cameraphone photos or to send them. Adding infrastructure costs probably isn't a particularly exciting idea for many contact centers -- but as cameraphones become even more common, it's going to be tough to ignore the potential to use them.

emily | 10:17 AM | How people and businesses are using cameraphones |
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