Google Glass Coming to Call Centers?

Could Google Glass make its way to call centers?

Some business professionals have speculated that call center employees could make use of the wearable tech.

According to Droid Life, Google recently updated the devices to make answering calls much easier for users. In addition, the company enabled the mechanisms to back up video and photo content, a feature that was previously only available to those who plugged Glass into a power source and connected to a WiFi network.

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Though these specifications are certainly an improvement, critics such as TechRadar contributor Matt Swider noted that the technology may too expensive for enterprises to distribute to their customer representatives – pricing stands at $1,500, although the final retail version will be substantially less expensive.

Still, it’s impractical to give personnel an Internet-connected headset when they have a fully functional desktop right in front of them.

However, for professionals answering customer concerns on the go, it does prove to be somewhat of a better option than a smartphone.

Some of the features on Glass, such as call handling and Web browsing, can be leveraged the same way call center employees assess consumer queries. Though live help software isn’t installed on the devices, they can be utilized the same way as desktop-based programs.

Bigger doesn’t necessarily mean better 
Being able to efficiently answer calls doesn’t require a massive facility with 900 staff members at the ready.

As long as the appropriate customer service technology is in place, a team of three dozen employees could adequately assess an influx of questions coming from people who want to learn more about a deal, discover how to use a product or be compensated for a faulty one. In fact, a city has been praised for its ability to do so efficiently.

According to The News-Sentinel, the 311 Citizen Services Department of Fort Wayne, Indiana, was recently named one of the top 50 small call centers of North America in 2014, marking the third consecutive year that the city has ranked in the Top 100 Small Call Centers category.

Private and municipal centers are included in the study, which is launched on an annual basis by Benchmark Portal.

Using live support software, the 311 program handled more than 170,000 calls in 2013 and currently assists 22 city departments. Typical service questions include recycling collections queries, quality infrastructure reports, debris or public damage and questions regarding abandoned vehicles and public property.

It’s evident that companies throughout the United States could greatly benefit from advanced call center technology.

Enterprises or public organizations bereft of this software may face lackluster customer and constituent satisfaction rates.

Though some would suggest integrating Google Glass into operations, many would agree that such devices are appropriate only for remote transactions.

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This article originally appeared on the LiveLOOK blog, and is reprinted with permission.

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