While emerging technologies that leverage automation are important to streamlining operations, let's not lose sight of the impact a human connection can also have on a customer's interaction with your brand. In times like this, the continued normalisation of video presents an opportunity for agent-based contact centres. Those successfully meeting the moment are balancing their technology investments to also include capabilities designed around personalisation and higher levels of service quality. This balance not only delivers an optimal customer experience, it gives a shot in the arm to the agent who's improved performance results in lower service delivery costs.

• Impact of face-to-face video on the overall customer experience
• Use cases for deploying video in your contact centre
• How native video can revolutionise agent performance