Video over the Net: A video conference with a human agent. The request is connected to an available agent with a video camera positioned on their terminal. A video box appears on the screens of both customer and agent so they can talk face-to-face. E-mail queuing: Requests made via e-mail are added to the agent's list of things to do and are dealt with in turn.
THE VIDEOS OVER THE NET
Context transfer: When requests are made the call centre is shown the Web pages that the customer is using. This allows the agent to offer accurate help. Intelligent AutoAgent: E-mail requests are automatically "read" by an autoagent system that can either reply to the e-mail or pass it on to the appropriate person. Yet, with all these possibilities, there are still too few companies using technology on their Websites effectively to maximise the customer service that they can offer. Example: Dell's Website has been widely praised for its ease of use and user friendliness. They use the Website to separate business from general customers. Customers can specify the machine they are looking for and receive a price online. The call-back system can specify that you want to be called; and when.