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25th August 2022
We asked our readers ‘Where Would You Like to See Video Used in Future Contact Centres?’ This article looks at what 224 contact centre professionals see as the future for video in contact centres.
The results have been taken from the Future Innovations Chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by Akixi.
The future of video in contact centres – results:
| Future of Video | Percentage |
|---|---|
| For “How to” Tutorials | 75.6% |
| For One-to-One Product Demonstrations | 32.0% |
| For Online Focus Groups | 24.4% |
| To Answer Common FAQs Online | 61.1% |
| To Discuss Your Queries About a Product / Service | 31.4% |
The potential of video seems to have captured the imagination of contact centre leaders, with 75.6% of contact centres interested in using the channel for “how to” tutorials.
Also, 61.1% would like to see videos used to combat common customer queries through placing recorded answers to frequently asked questions (FAQs) on the website.
However, percentages drop considerably when it comes to implementing the channel for live advisor conversations.
Less than a third of contact centres would enjoy implementing the channel for one-to-one product demonstrations (32.0%). Even fewer feel the same way about using video to actively deal with customer queries (31.4%).
This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.
To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below:
You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below:
For more great information check out our other Contact Centre Research
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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