#BizTrends2024: Lizelle Strydom and Mithum Singh talk digital adoption in the call centre
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At the moment, the Apple Vision Pro is probably the hottest topic in tech. Full disclosure, I hate VR. Actually, let me qualify: I don't like the idea of putting screens very close to your eyeballs in a headset or a pair of goggles that blocks humans off from the rest of the world. I don't see it as a value for society right now, but then I spoke to Mithum Singh, chief services officer at CCI and the MD of CareerBox, Lizelle Strydom.
“Personalisation is becoming a big thing around AI trends. So to give you an example, if you take the Nike business, you can buy sneakers today that are fully customised,” explains Singh. “You can customize it to your colours. You can put the tick in a specific, is a colour that you want.”
“You can put laces in that are specific to yourself. So very, very personalised. And I'll bring it into the contact centre is, and link that with VR just for a minute…”
“You've got a VR headset. And that kind of agent that we've got that Lizellel would recruit for us in the business would be an entry level individual that has never set on an aircraft, but has got to sell a business class seat to a American sitting in in Chicago. And all of a sudden, the customer says, ‘what does that business class seat look like on the A380? I've never sat on an A380’.”
“Perfect. Here it goes on this VR headset, and this agent is able to navigate through this and able to give you real life kind of view on it. You know, the fact that you can do VR glasses these days could be, you know and is a trend that needs to be looked at into it. We will then utilise some of those aspects to do training.”
“Personalisation is becoming a big thing around AI trends. So to give you an example, if you take the Nike business, you can buy sneakers today that are fully customised,” explains Singh. “You can customize it to your colours. You can put the tick in a specific, is a colour that you want.”
“You can put laces in that are specific to yourself. So very, very personalised. And I'll bring it into the contact centre is, and link that with VR just for a minute…”
“You've got a VR headset. And that kind of agent that we've got that Lizellel would recruit for us in the business would be an entry level individual that has never set on an aircraft, but has got to sell a business class seat to a American sitting in in Chicago. And all of a sudden, the customer says, ‘what does that business class seat look like on the A380? I've never sat on an A380’.”
“Perfect. Here it goes on this VR headset, and this agent is able to navigate through this and able to give you real life kind of view on it. You know, the fact that you can do VR glasses these days could be, you know and is a trend that needs to be looked at into it. We will then utilise some of those aspects to do training.”
