Past Events & Webinars
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Conference – Parks Associates CONNECTIONS – The Premier Connected Home Conference

Tuesday, May 23rd to Thursday, May 25th, 2017

Golden Gate Bridge, San FranciscoLocation: Hyatt Regency San Francisco Airport

Join Support.com at the 21st-annual CONNECTIONS™: The Premier Connected Home Conference.

The executive research conference includes presentations from Parks Associates’ leading analysts and visionary sessions featuring executives in the connected entertainment and digital home technology industries.

CONNECTIONS™ is the only connected home event to focus on the use cases and emerging business models that will successfully engage consumers and grow revenues in the converging IoT industries – including smart home, connected entertainment, and mobile ecosystems. The audience is top executives, media, and thought leaders in the digital living markets.

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Conference – CONNECTIONS™ Summit at CES

Engaging Consumers: IoT and the Smart Home

Thursday, January 5th, 2017

las-vegasJoin Support.com at Parks Associates’ CONNECTIONS™ Summit on January 5, 2017, in the Venetian Hotel, Las Vegas.

Panel Discussion

Date & Time: January 5 | 2:45 PM – 3:45 PM
Topic: IoT: Support Services and Managing the Experience
Location: Venetian Hotel, Las Vegas

Security and privacy top the list of consumer concerns with connected products and systems. More than 40% of U.S. broadband households are interested in services that protect privacy and manage online consumer information. This session assesses support service models that address current challenges and align customer experiences with expectations. Panelists also discuss new opportunities for service providers to holistically manage the consumer experience.

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Webinar – #DisruptSupport Live! Episode 4

Improving Agent Productivity & Customer Support Interactions Within Your Ticketing System

Thursday, December 8th, 2016 at 10 am PST

zendesk-screenshot-on-computer

Register now for our next episode of #DisruptSupport Live! on December 8th, 2016, 10:00am-10:30am PST.

Host Kim Lambert, Senior Product Marketing Manager at Support.com, and Chris Crummer, Director of Sales Engineering, will show you how Support.com® Cloud integrates with your existing ticketing system to get support reps all the information they need to resolve customer issues, within a single system. And the information is automatically tailored to that customer.

The webcast will include a demo of one Support.com Cloud ticketing system integration with Zendesk, which provides intuitive support guidance that optimizes service delivery.

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Conference – 12th Annual Customer Contact 2016, West: A Frost & Sullivan Executive MindXchange

Sunday, October 23rd to Wednesday, October 26th, 2016

JWMarriotTucsonMeet Support.com at the 12th Annual Customer Contact 2016, West: A Frost & Sullivan Executive MindXchange where customer contact industry’s leading solutions providers assemble to share their thought leadership on what they see is working, and what is not, across the spectrum.

Location: JW Marriott Starr Pass, Tucson, AZ

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Webinar – Customer Support Trends for 2017: Is Your Support Team Ready?

Wednesday, October 26th, 2016 at 11 a.m. PDT

Featured Presenter:

Kate Leggett, VP and Principal Analyst at Forrester, Serving Application Development & Delivery Professionals

Duration: 60 minutes

How can your support strategy adapt to changing customer expectations in order to play a vital role in overall brand success?

Join us for the presentation of a tech support roadmap for 2017 and insights on how you can prepare your support organization today for success in the new year and beyond.

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Forum – The Telecom Council Silicon Valley

IoT Forum: Home of the Next Century

Thursday, October 20th, 2016 at 8:30 am PST

telecom-council-ideasCome meet us at this month’s IoT Forum Deep Dive meeting that brings together 100+ Telecom Council members, telcos, vendors and startups meet to discuss booming Connected Home. Come and meet new partners, products, opportunities, and solutions.

Location: Nest Labs, Palo Alto, CA

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#DisruptSupport Live! Episode 3 Webcast – How to Reduce Customer Effort by Optimizing Service Delivery Within Your CRM

Thursday, October 20th, 2016 at 10 a.m. PDT

disruptsupport-live-3-picture-chuck-kim
Speakers:

Chuck Myers, Senior Director of Product Management

Kim Lambert, Senior Product Marketing Manager

Duration: 30 minutes

In this webcast, join us as we show you how Support.com® Cloud integrates with your existing contact center software to provide you with advanced knowledge delivery and remote support tools that live alongside critical customer information for a 360-degree customer view.

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Webinar – The Future of Tech Support: IoT & The Consumer Experience

Tuesday, June 14th, 2016 at 10am PDT

Speakers:logo-parks-associates

Patrice Samuels, Research Analyst, Parks Associates
Derek Krueger, Product Manager, Support.com

Duration: 60 minutes

In this webcast, Parks Associates and Support.com discuss ways in which customer expectations are changing and why support strategies must also evolve. They also discuss how companies can leverage direct interaction with their brand, through support, to drive brand loyalty among consumers.

Attend this webinar to learn:

  • How consumer support preferences are evolving
  • How connected technologies are transforming the role of support
  • What product & service strategies that would give brands a competitive advantage
  • The impact of connected devices on support services
  • How to leverage support and interactions with consumers to elevate end-user experiences
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Conference – Parks Associates CONNECTIONS – The Premier Connected Home Conference

Tuesday, May 24th to Thursday, May 26th, 2016

Golden Gate Bridge, San FranciscoLocation: Hyatt Regency San Francisco Airport

Join Support.com at the 20th-annual CONNECTIONS™: The Premier Connected Home Conference. CONNECTIONS™ focuses on innovative technology and business solutions for the connected consumer. The event features consumer research and market strategies to monetize digital content, mobile applications and services, value-added services, connected consumer electronics, and home systems.

Panel: IoT: Protecting the Consumer Experience
Tuesday: May 24, 2:45 PM – 3:45 PM        

Moderator: Patrice Samuels, Research Analyst, Parks Associates
Speaker: Lee Gruenfeld, VP of Strategic Initiatives, Support.com

Security and privacy top the list of consumer concerns with connected products and systems. More than 40% of U.S. broadband households are interested in services that protect privacy and manage online consumer information. This session assesses support service models that address current challenges and align customer experiences with expectations. Panelists also discuss new opportunities for service providers to holistically manage the consumer experience.

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Conference – SuiteWorld 2016

Monday, May 16th to Thursday, May 19th, 2016

LocationSan Jose Convention Center
410 Almaden Blvd, San Jose, CA 95110SJ Convention Center

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Conference – Internet of Things World

Tuesday, May 10th to Thursday, May 12th, 2016

convention center of santa claraVisit Support.com at booth # 702 and join us at the session below:

Location: Santa Clara Convention Center, Silicon Valley

Panel: Creating Value and Monetizing the Smart Home
– How IoT product manufacturers and service providers can optimize customer interaction with interaction analytics and support

Time: May 12, 2016 12:00 -12:40 p.m. 

Speaker:
Chris Koverman, 
VP Engineering & Operations, Support.com

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Webinar – Elevating Customer Service in your CRM

Tuesday, May 3rd, 2016 at 11 a.m. PDT

CRM WebinarSpeakers:

Susan Cohen, VP Partnerships and Alliances, Support.com
Courtney Mayeda, Product Manager, Support.com

Duration: 30 minutes

In today’s market landscape, businesses are investing heavily in CRM systems and processes to grow their relationship with their customers. A critical area of opportunity exists to build a 360-degree view of the customer and expand CRM capabilities to enhance service delivery and create a unique end-to-end customer experience.

Integrated with your CRM, Support.com® Cloud provides step-by-step knowledge guidance, intelligent remote diagnostics, and collaboration tools including remote video annotation and support interaction data that synchronize with your CRM customer information for a unified customer view.

Join us to see first-hand the newly released Support.com Cloud SuiteApp in action and find out how it optimizes NetSuite CRM to deliver end-to-end customer engagement across channels, resulting in:

  • More productive sales & customer support teams
  • Lower support delivery costs
  • Reduced customer effort and increased customer satisfaction

Learn how to leverage your CRM to build a complete and modern solution to transform service delivery and create a competitive advantage by empowering your customer support reps and delighting your customers.

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Forum – 2016 CABA Intelligent Buildings & Digital Home Forum

Tuesday, April 26th to Thursday, April 28th, 2016

caba-forum-20151Location: Handlery Hotel San Diego in San Diego, CA

Session: Consumer Electronics and Entertainment in the Digital Home
Date: Tuesday, April 26, 2016
Time: 11:00 am – 12:30 pm
Room: Garden I

Moderator: Kristine Stewart – Independent Consultant
Speakers:
Lee Gruenfeld, Vice President, Strategic Initiatives, Support.com
Tim Woods, Founding Partner, POCO Labs

Consumers appreciate technology that can make their lives easier or more entertaining However, the promised Smart Home experience tends to fall into one of three categories of adoption: fear, need and novelty. Initial “Connected Home” products, with a few notable exceptions, have been technology driven products and services, designed more to be equipment to be installed than experiences to be enjoyed. However, when a product is too complicated or doesn’t fit naturally with everyday use, adoption won’t happen quickly. Seamless design and simplicity are the keys to success. The best technology eventually becomes something we can’t imagine living without. A panel of thought leaders will provide insights into consumer data across equipment, mobile apps and service reviews as to which of these categories is having the most success with consumers and why. All delegates attending this session will receive the Executive Summary of the CABA Landmark Research Report “Connected Consumer Roadmap – Driven by the Internet of Things”.

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Conference – 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange

Sunday, April 17th to Wednesday, April 20th, 2016

Disney's Grand Floridian Resort & Spa, Lake Buena Vista, FloridaMeet Support.com at the 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange event.

Location: Disney’s Grand Floridian Resort & Spa, Lake Buena Vista, Florida

Session: Fireside Chat

Title: Customer Support as a Competitive Weapon in a Connected World
Date and Time: April 18, 2016 at 10:30AM EST

Moderator: Lee Gruenfeld , Vice President, Strategic Initiatives , Support.com

The days of customer support being an unwelcome expense are over…or should be. In the new connected world, where there are already quantifiable signs of eroding confidence, support interactions represent opportunities to boost adoption and increase brand loyalty. The right technologies can make it happen while avoiding pitfalls the industry is reluctant to acknowledge.

Key takeaways from an actual Support.com customer case:

  • Understanding the real threats facing the adoption of new consumer technologies
  • Five great imperatives driving support in the connected world
  • Advanced technologies now available to address evolving needs
  • New approaches to measuring the support function
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Webinar – The Future of Self-Service Support: 5 Ways to Deliver What Your Customers Want

Thursday, April 14th, 2016 at 10 am PDT

Duration: 60 minutesWebinar-Forrester04.14.16

Speakers:

  • Ian Jacobs, Senior Analyst, Forrester Research, Inc.
  • Chris Koverman, VP Product and Engineering, Support.com

According to recent research from Forrester, last year web self-service became the most widely used communication channel for customer service, surpassing use of the voice channel.* Despite the proliferation of web self-service with consumers, customer satisfaction with this channel is still lacking.

New innovative technologies are paving ways for personalized and proactive self-support solutions that make customer service easier and more effective. The result is reduced customer effort and increased brand loyalty and revenues. But how do we get there?

Attend this 60-minute live interactive webinar featuring guest speaker Ian Jacobs, Senior Analyst at Forrester Research, Inc. to discuss:

  • The limitations of current self-service solutions and how they are impacting CSAT
  • The increasing adoption of embedded support and why it’s critical
  • How to deliver personalized guidance to reduce customer effort
  • The role of context and accessing actionable data for a true omnichannel support experience

* Source: Your Customers Don’t Want To Call You, Forrester, February 2016.

Recording Coming Soon.

 

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Webinar – Is Customer Effort Score the new NPS?

Thursday, March 24th, 2016 at 10 am PDT

Webinar-TSIA03.24.16Duration: 30 minutes

Speakers: 

  • John Ragsdale, VP Research, Technology and Social – TSIA
  • Alex Poulos, Vice President of Marketing – Support.com

According to the CEB (Corporate Executive Board), “96% of customers reporting high-effort experiences are becoming more disloyal in the future, compared with only 9% of those with low-effort experiences”.

High effort leads to low customer loyalty. When customers are left without adequate support and they expend a lot of effort bouncing between channels, there is a fair chance you won’t be able to maintain their loyalty. Today, companies can reduce customer effort and measure the positive effect on brand loyalty, advocacy and revenues.

Attend this 30-minute webinar to learn:

  • Ways companies are measuring Customer Effort Score (CES) today
  • How reducing customer effort leads to customer retention, loyalty and advocacy
  • The role of customer journey analytics in understanding customer effort
  • How you can use technology to reduce customer effort in customer support interactions
  • Success stories from brands focusing on reducing customer effort, and their resulting returns
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Webinar – From Product Fixes to Customer Success – The Key is Connected Support

Tuesday, February 23rd, 2016 at 11 am PST

TMC Webinar

Duration: 60 minutes

Speakers: 

  • Astrid Dando, Project Lead, Upclick
  • Damien Howley, Senior Director of Customer Success, Support.com

Customers are changing: so must the way in which brands support them.

In a recent survey, more than half of connected consumers say that efficiency, ease of service, support and assistance determines brand loyalty.

Technology support is no longer just about just break/fix; access to intuitive support must now accompany the customer through every stage of their journey with your products – from purchase to installation, through use and troubleshooting, all the way to upgrade – in order to strengthen customer loyalty. We call this new paradigm of support “Connected Support.”

Attend this webinar to learn: 

  • How the shift in focus from troubleshooting to customer success is changing the technology support landscape
  • How to effectively address the growing demand for self-service support as consumers become more independent
  • How combining in-app or web-based self-service with easy escalation to assisted channels is reducing customer effort
  • How we’ve seen Upclick and other customers adapt their traditional approaches to support

Join us if you are a:

  • Customer Success/Support/Service/Experience Executive or Manager
  • Contact Center/Call Center Operations Executive or Manager
  • Product Manager or Product Executive responsible for self-service support
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Conference: IoT Evolution Expo

Connected Home Conference

Monday, January 25th to Thursday, January 28th, 2016

Ft LauderdaleJoin Support.com at the IoT Evolution Expo on January 26, 2016, in Fort Lauderdale, Florida.

Panel Session: 

Home is where the App Manages

Date & Time:
Tuesday, January 26, 2016
1:30-2:15 p.m.

Location:
CH-01

We are at a point where cameras, lights, thermostats, and water are all being controlled remotely. This panel of application companies will talk about the efficiencies and ability to enable home owners to be a “homebody” wherever they are.

Moderator: John Feland, Owner and CEO, Argus Insights

Speakers:
Chris Koverman, VP, Engineering and Operations, Support.com
Ben Gray, Digital Experience Analyst, Applause
Letha McLaren, Chief Marketing Officer, iControl Networks

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Webinar – Why Self-Service is the Secret Sauce for Customer Satisfaction

Thursday, December 10th, 2015 at 10 a.m. PST

Duration: 60 minutes

Speakers: 

  • Roy Atkinson, Senior Writer/Analyst, HDI
  • Susan Cohen, VP Partnerships and Alliances, Support.com

Webinar: Why Self-Service is the Secret Sauce for Customer SatisfactionAn effective self-service tool can be an organizational cost-savings and increase customer satisfaction through a more proactive experience.

As the bond between consumers and technology grows more intimate, it becomes increasingly important for organizations to ensure that they’re providing a positive support experience. According to recent research conducted by Support.com, 50% of connected consumers prefer a self-service approach when addressing product issues post-purchase, and 32% prefer to use self-service with a lifeline to a live professional support representative. These connected consumers have a unique demand for service that is, in particular, characterized by a desire to figure out technical product issues on their own, without professional, live assistance.

These findings by Support.com are congruent with ICMI’s own research that discovered a growing importance in the role of self-service both internally for organizations, as well as externally for customer-facing self-service options. This can be a tremendous advantage to organizations from both a cost-savings and customer satisfaction perspective, as the best “type” of contact is the one that never had to happen in the first place.

Does your organization enable its customers to have a more proactive customer service experience or are they having frustrating experiences at every step of their journey?

During this 60-minute webinar you will learn:

  • Why self-service is important to customers and organizations alike
  • The value and ROI of providing self-service according to customer preferences
  • Ideas for an effective implementation of a customer self-service tool
  • Tips on how to make the business case for an investment in self-service technology

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.

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Webinar – Revolutionize Support: Embedded Support & Knowledge Delivery

Thursday, November 19th, 2015 at 10 am PST

Duration: 30 minutes

Speakers: 

  • John Ragsdale, VP Research, Technology and Social – TSIA
  • Sampath Gomatam, Senior Vice President of Product – Support.com

TSIA 11/19 Webcast Speakers

Does your support organization have what it needs to provide relevant & contextual self-service support to your customers where & when they need it?

TSIA Research states that 67% of customers prefer self-service support, compared to only 20% who prefer phone support. (TSIA 2015 Social Support Survey.)

Do your support teams have access to current, accurate knowledge and context to provide a seamless transition from self-service to live agent help and streamline the support experience?

According to a recent survey by TSIA, the largest percentage of time of your support agent, 26%, is spent on researching the problem to identify a resolution. (TSIA 2015 Knowledge Management Survey.)

Join this 30-minute interactive webinar with John Ragsdale, Vice President of Research at TSIA, and Sampath Gomatam, Senior Vice President of Product at Support.com, to discuss:

  • Insights from TSIA’s latest research on challenges with current knowledge approaches and related business impact
  • Ways to consolidate access to information and structure knowledge for guidance specifically geared towards support interactions
  • The emergence of embedded support into mobile and web apps to provide a unified customer experience and boost adoption
  • How maintaining context across support interactions can enable delivery of customized knowledge at the point of need
  • How embedded support and on-demand knowledge delivery can have a significant impact in improving support productivity, reducing customer effort, and increasing customer satisfaction and product consumption
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Tech Showcase – Support your Customers Through Their Journey in the Connected World

Thursday, November 12th, 2015 at 10 am PST

Duration: 60 minutes

Speakers: 

  • Sampath Gomatam, Senior Vice President of Product – Support.com
  • Harry Wornick, Product Manager – Support.com

Tech Showcase“A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related.” – Bain & Company

“Web Self-Service (76%) surpasses Voice (73%) as the most used channel for customers to get support” – Trends 2015: The Future of Customer Service – Forrester Research, Inc.

How do you rate your customer satisfaction, problem resolution rates, and support organization performance? Are your support teams able to fulfill the promise of providing efficient customer service, low customer effort, and high customer satisfaction while keeping cost, customer churn and return rates low?

Support.com Cloud (Nexus®) tackles all of these issues head on. Attend the live demonstration of Nexus to learn how it can help you:

  • Provide fast resolution, even to customers who aren’t tech savvy
  • Meet customer demand for channel choice and low customer effort by providing easy self service and smooth escalation to live support
  • Easily onboard and educate customers to increase adoption and reduce product returns
  • Drive value and loyalty by ensuring customers understand key features and new product releases
  • Reduce churn by giving new reps best practices from the start
  • Boost your support team’s knowledge to improve support consistency and reduce escalations
  • Automate best practices sharing to stay current
  • Easily integrate with your CRM system (such as Salesforce.com®, SugarCRM®, Microsoft Dynamics®)
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Conference: ICMI’s Contact Center Demo and Conference

Monday, October 19th to Wednesday, October 21st, 2015

Rio, Las Vegas, Nevada

las-vegasIf you’re going to ICMI’s Contact Center Demo and Conference, we’d love to meet you! Drop by booth #422 to be the first to see our brand new product — let us help you move your support operation from a cost center to a driver of customer loyalty. Pick up your own copy of our research, highlighting the specifics of how, for the first time, self service ranked higher than voice as the channel of choice for support customers.

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Conference: 11th Annual Customer Contact 2015, West

Sunday, October 18th to Wednesday, October 21st, 2015

Loews Coronado Bay Resort & Spa, San Diego, CA

San Diego downtown skyline, marina with boats, and park with palm tree leaves

San Diego downtown skyline, marina with boats, and park with palm tree leaves

Join Support.com at the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange where customer contact industry’s leading solutions providers assemble to share their thought leadership on what they see is working, and what is not, across the spectrum.

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Webinar – Behind the Scenes – Support Strategies for IoT Success

Providing support services is a critical part of brand strategy in the Internet of Things (IoT)

Tuesday, September 22nd, 2015 at 11 am PT

Duration: 60 minutesParks Webinar

Speakers: 

  • Patrice Samuels, Research Analyst, Parks Associates
  • Chris Koverman, Vice President Engineering and Operations, Support.com
  • Alex Poulos, Vice President Marketing, Support.com

Optimal customer experiences are critical to driving growth across multiple IoT industries, including home automation, entertainment, and security.

As consumers embrace new technologies, problems stemming from user unfamiliarity, immature technologies, and a lack of industry standards challenge the seamless integration and usage of these solutions. Lack of device interoperability and poor integration of cloud and mobile applications can also add to consumer frustrations as they add new connected devices to their home.

In this webcast, Parks Associates and Support.com discuss how developing robust support strategies starting at product inception helps brands to manage customer experiences more effectively, which will drive success in IoT. Our speakers analyze the usage of data analytics to follow consumers across different service categories in the connected home in order to drive continuous improvements in the overall product experience.

Attend this webinar to learn:

  • Impact of IoT on consumer support needs
  • Current challenges to consumers and companies in the connected home and consumer IoT
  • Factors driving reevaluation of the traditional model of support
  • New models of support that can improve customer experiences, expand brand loyalty, and drive product adoption
  • The importance of using analytics to guide the support experience
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Conference: IoT Evolution Conference & Expo

Monday, August 17th to Thursday, August 20th, 2015

Caesars Palace | Las Vegas, Nevada

Visit Support.com at booth # 320 and join us at the session below:

The Apps @ Home Get It or Forget It!

Time: August 20, 2015, 9:00am
Location:
ROOM FORUM 23

Speakers:
Lee Gruenfeld, 
VP, Strategic Initiatives – Support.com
Phani Pandrangi, 
Chief Product Officer, Kii
Rich Weiss, Director of Product Marketing, Applause

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Webinar: Five Support Imperatives for Saving the Internet of Things

Thursday, August 6th, 2015 at 10am PDT

5 ImperativesDuration: 30 minutes

Speakers:
John Ragsdale,
VP Research, Technology and Social, TSIA
Lee Gruenfeld,
Vice President, Strategic Initiatives, Support.com

Wait: The Internet of Things needs saving? It might. The most heavily hyped technology trend since the smart phone, projected to reach sales of $1.7 trillion in four years, is already showing signs of slowdown. Consumers are starting to find IoT devices too difficult to set up and use, and they’re speaking with their wallets. There’s nothing wrong with the things in the Internet of Things, but there’s a lot wrong with how we support them. Join John Ragsdale and Lee Gruenfeld as they talk about how support needs to undergo a radical transformation in order to make sure the IoT fulfill its ambitious promise.

 

 

 

 

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Webinar – Better Support Through Automation

Tuesday, July 21st, 2015 at 10 AM PT | 1 PM ET

webinar imageDuration: 60 minutes

Speakers:
Ken Gonzalez , Managing Partner, Engaged Consulting, Inc.
Sampath Gomatam, Senior Vice President, Product, Support.com

Support automation can decrease inaccuracy in areas such as ticket categorization and assignment, and it can streamline processes and reduce human error. In this webinar, Ken Gonzalez, managing partner of Engaged Consulting, Inc., will explore what it takes to automate and why your support organization should consider it or expand it.

Attend this webinar to learn:

  • Why you should want to automate support processes,
  • What you need to do to prepare for automation,
  • What you should and shouldn’t automate,
  • What you can better measure by using automation tools,
  • What to look for in automation tools and solution providers.

 

 

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Conference: 2015 Call Center Week Conference and Expo

Monday, June 15th to Friday, June 19th, 2015

las-vegasThe Mirage, Las Vegas, Nevada

Join Support.com at the 2015 Call Center Week Conference and Expo at booth # 216.

2015 Call Center Week shares inspirational stories of customer-centric leadership, innovation, growth and transformation. The global leader in customer service transformation will help you personalize your journey – one step at a time.

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Webinar featuring Forrester Research: Mapping “The New Contact Center”: A journey you’ll want to take

Tuesday, June 16th, 2015 at 11AM PDT

Mapping The Journey

Duration: 60 minutes

Presenters:
Ian Jacobs, Senior Analyst, Forrester Research Inc.
Sampath Gomatam, Senior Vice President, Product, Support.com.

Today’s contact center agents are fielding more complex support requests than ever. In addition, they’re accustomed to searching for information when they need it rather than retaining that information. This new breed of agent both wants and needs modern tools to do their job well.

“At a recent technology conference, a presenter relayed a direct quote from a new agent about the agent-facing tools in the contact center. The agent said, ‘Why is this not like an iPhone?’”.*  Do you  expect your agents to deliver best in class support with outdated tools?  Join guest Forrester Research analyst Ian Jacobs and Support.com Senior VP, Product, Sampath Gomatam to learn about the technologies and tools your contact center should invest in to empower agents and customers through:

  • Process guidance
  • Process simplification
  • Predictive and actionable information
  • A consumer look and feel

Plus, Ian will discuss the 3 new service experiences your contact center needs to thrive in the digital consumer age. Register today and learn how to propel your contact center into the future.

*How To Measure and Improve the  Experience, Forrester Research, April 16, 2015

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Parks Associates – 19th-annual CONNECTIONS™: The Premier Connected Home Conference

Tuesday, May 19th to Thursday, May 21st, 2015

Golden Gate Bridge, San FranciscoHyatt Regency San Francisco Airport

Tabletop # 23

CONNECTIONS™ focuses on innovative technology and business solutions for the connected consumer. The event features consumer research and market strategies to monetize digital content, mobile applications and services, value-added services, connected consumer electronics, and home systems.

Panel Session:

Next-Gen Support Services: Connected Devices and IoT
Wednesday, May 20 | 3:45 PM
Location:  Grand Peninsula Ballroom ABC

This session examines the market potential of new and innovative support technologies that will help consumers navigate the increasing layers of complexity in broadband households.

Moderator: Patrice Samuels, Research Analyst, Parks Associates

Speakers:

Chris Koverman, VP of Engineering and Operations, Support.com
Jeff Unterreiner, Senior Vice President, Connected Living, Assurant Solutions
Sridhar Santhanam, Founder & CEO, HFN Inc. / Nanoheal

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Webinar: Redefining Support for a Connected World

A perspective from the CEO of Support.com, Elizabeth Cholawsky, with VP of Engineering and Operations, Chris Koverman

Thursday, May 14th, 2015 at 11 am PST

Duration: 30 minutes

EC WebinarFor the last 10 years, contact center managers have consistently identified three top challenges*:

  1. Improving agent efficiency
  2. Boosting agent morale
  3. Meeting KPIs and SLAs

During this time, support has focused on fixing problems for customers as things break.

Recent technology and service trends – for example in IoT and healthcare – have fundamentally changed customer expectations of technology and related services.  As a result, the art of excellent support is no longer about just fixing problems.

We believe support must now embrace the customer, by applying best in class technical capabilities outside the traditional support realm, delivering guided support in the right context, and ultimately enhancing product value from the customer’s perspective. This new support model can strengthen a customer’s loyalty to a brand and encourage additional purchases, to effect a more positive bottom line.

In this informative, 30-minute webinar attendees will learn:

  • Why current support techniques won’t cut it.
  • How adopting the new support model can turn frustrated customers into enthusiastic brand advocates.
  • The core elements of the new support paradigm.

We look forward to having you join us in this important conversation.

* ICMI Customer Journey Impact Research Study, October 2014

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Conference: ICMI Contact Center Expo & Conference

Monday, May 4th to Thursday, May 7th, 2015

Orlando morningBooth: 334

Join Support.com at the ICMI Contact Center Expo & Conference, the leading global gathering for the contact center industry. It’s known worldwide as the essential forum for educational growth, networking, and sharing of proven best practices.

 

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Industry Forum: CABA INTELLIGENT BUILDINGS & DIGITAL HOME FORUM

Monday, April 13th to Thursday, April 16th, 2015

Speakers
  • Chris Koverman, Vice President, Engineering, Support.com
  • Art Lancaster, CTO, Affinegy, Inc. and AllSeen Alliance
  • And others!
Moderator
  • Chris Wildfoerster, President, JBD

Attend the CABA Intelligent Buildings & Digital Home Forum and meet over 1,000 industry professionals from the “Internet of Things, Connected Homes, M2M and Intelligent Buildings”. Attending will be many end-users from the MDU (multi-dwelling unit)/MTU (multi-tenant unit) sectors.

caba-forum-20151Connected Home Track Session: Internet of Things and Smart Homes – The Need for Interoperability
Date: April 15, 2015
Time: 9:00 am – 9:50 am CT
Location: Sabine Room

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Webinar: ICMI and Support.com

Rid Your Contact Center of Repeat Contacts

Thursday, April 9th, 2015 at 10:00 am PST

Presenters
  • Justin Robbins, Senior Analyst, ICMI
  • Eric Hagen, VP, Contact Center Operations, Support.com
  • Christina Brendicke, Director, Product Marketing, Support.com

webinar speakersSuccess in the contact center can be measured a number of ways, but none are as fundamental as efficiency and customer satisfaction. Providing a great customer experience using as few resources as possible is an art; one that all organizations struggle to perfect. ICMI’s research indicates that the key causes of contact center inefficiency and customer dissatisfaction are antiquated systems, limited visibility into customer information, and decreased agent engagement as a result of these two deficiencies. A majority of contact centers have unintentionally landed themselves in a repetitive cycle of inefficiency. As an example, ICMI’s research uncovered that 42% of contact centers don’t know the cause of repeat contacts.

What if you could be responsible for changing all of that?

Businesses today are more consumer driven than ever. Customers expect the right information, in their channels of choice, and in the limited amount of time that they have available. In order to provide this effectively, contact center leaders need to assess what kinds of contacts are taking the most time, identify what the inefficiencies are, and then implement a plan to simplify the experience.

During this webinar you will learn:

  1. How to identify your most time-consuming contact drivers and processes
  2. Where the opportunities for efficiencies are in your contact center
  3. Ways to bridge the gap between assisted service and self-service

 

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Webinar: Driving Call Center Performance with Support Interaction Optimization

Driving Call Center Performance with Support Interaction Optimization

Tuesday, March 24th, 2015 at 11:00 am PST

Speakers
  • Nancy Jamison, Principal Analyst, Customer Contact, Frost & Sullivan
  • Steve Zimba, President, Mural
  • Sampath Gomatam, Senior Vice President, Product, Support.com

webinarToday’s consumer technology may be complicated, but supporting it doesn’t have to be. Support Interaction Optimization (SIO) is changing the way call centers and support organizations resolve complex issues and deliver Olympic-caliber support.

SIO combines customer self-service, remote support, guided resolution, analytics, and performance management applications to deliver highly streamlined and effective support. By combining these applications and processes contact centers and support teams can:

  • Improve agent performance
  • Deliver on the promise of efficient customer interactions
  • Drive brand loyalty

In this webinar, you’ll learn how and why organizations are adopting SIO strategies to outperform the competition.

This 60 minute webinar addresses:

  • Containing costs through optimization and automation
  • Taking advantage of advanced product and service functionality to connect with consumers in new ways
  • Meeting the challenging demands of tech-savvy consumers
  • Leveraging new tools to support the full customer lifecycle – from setup to upgrades
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Webinar: Parks Associates and Support.com

A New Customer Experience: IoT and the Connected Consumer

Tuesday, March 10th, 2015 at 11:00 am PST

Presenters
  • Patrice Samuels, Research Analyst, Parks Associates
  • Chris Koverman, Vice President, Engineering, Support.com
  • Sampath Gomatam, Senior Vice President, Product, Support.com

Parks EventRapid innovation and new technologies are bringing many highly sophisticated technical products into the connected home. 16% of US Broadband households own a smart home device and more than one-third of those consumers have experienced a problem with one or more these devices.

Consumers are adopting many, often competing products, including smartphones, wearables, smart TVs, smart lighting, security cameras, and connected consumer electronics. Furthermore, these products are increasingly interconnected, creating greater complexity throughout the home and growing support needs.

For consumer technology brands to maintain a foothold in the market, leveraging the support needs of their customers to cultivate and maintain strong relationships is critical. However, providing robust support can be challenging due to the growing complexity in broadband households. The increasing connectivity and interoperability among different products often extend diagnostic time and strain resources. However, advanced solutions for tech support gives brands an unprecedented opportunity to connect and deliver a memorable customer experiences while minimizing support costs.

This webcast analyzes the value of support services and examines strategies to align solutions with consumer demands. It also examines new tools that can improve the efficiency, consistency, and accuracy of the support process while containing support costs.

Attend this webcast to learn:

  • Current consumer habits and preference regarding tech support solutions
  • The current expansion of broadband home networks and implications for support services
  • Strategies to optimize support interaction with consumers in order to drive brand loyalty and product adoption
  • New ways to deliver support services across self-service and traditional channels that automate and simplify complex interactions between consumers and tech support
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Webinar: Support.com and Frost & Sullivan

Support Interaction Optimization: Fine-tuning the "Last Mile" of Live Tech Support

Tuesday, February 17th, 2015 at 11:00 am PST

  • Ashwin Iyer, Global Program Director, Contact Centers, Frost & Sullivan
  • Shiva Ramani, Founder and CEO, iOPEX technologies
  • Sampath Gomatam, Senior Vice President, Product, Support.com

SIO imageIn a world of rapidly evolving technologies, providing excellent customer support can be challenging. Today’s tech-savvy, mobile, and connected consumers increasingly prefer self-service first. Having exhausted those resources, when they do finally call that support line, their questions are usually of a more complex nature, requiring a higher level of support.

This interaction is an opportunity to drive brand loyalty, but also carries the risk of losing a customer if not handled effectively. Contact centers therefore need especially effective, intuitive, and flexible customer support solutions. The right applications can help resolve support issues promptly, with a single call, and drive retention of those customers, many of who may become enthusiastic brand advocates.

Support Interaction Optimization (SIO) comprises a set of applications and processes that enable contact centers and support organizations to more effectively resolve even the most complex customer support issues in a highly streamlined and efficient manner, while ensuring high levels of customer satisfaction and agent performance. In this webinar, we will discuss the key applications and tools that constitute the core building blocks of an effective SIO strategy. We will also present some use cases and success stories of contact centers that have seen tremendous performance improvements by implementing SIO solutions.

In this 60-minute live webinar, you’ll learn:

  • What Support Interaction Optimization (SIO) is, and why it’s relevant for your organization
  • The key applications and capabilities needed to implement an effective SIO strategy
  • The industry verticals in which SIO is likely to provide the greatest benefits
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Conference: The Future Contact Center Summit

Monday, January 26th to Friday, January 30th, 2015

Orlando night sceneVisit Support.com at the booth # 111 at The Future Contact Center Summit from JANUARY 29 – 30, 2015.
Omni Orlando , ChampionsGate, Florida.

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Conference: CONNECTIONS™ Summit at CES

Monetizing Smart Home Solutions & Connected Devices

Tuesday, January 6th, 2015

Speakers
  • Sampath Gomatam, Senior Vice President, Product, Support.com
  • Other industry leaders
Moderator
  • Patrice Samuels, Research Analyst, Parks Associates

las-vegasCES Tech West, Venetian Ballrooms Level 1, Casanova rooms 601-603

Panel Discussion: Consumer Support in the Internet of Things

Tech support plays an increasingly important role in brand and product strategy. This session examines how the technical needs of households are changing with the Internet of Things and how support services should evolve to address these new market needs.

Time: 2:30 – 3:45 PM PST

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Webinar: Support.com and HDI

5 Ways to Increase CSAT and Boost Agent Productivity in 2015

Tuesday, December 16th, 2014 at 10:00 am PST

Presenters
  • Roy Atkinson, Senior Writer / Analyst, HDI
  • Sampath Gomatam, Senior Vice President, Product, Support.com

webinar-email-image-1214When customers need their complex support issues addressed and can’t find the answer on their own, they turn to live support. Are your agents ready to answer calls efficiently and effectively, with the right knowledge and information at hand? Are their answers and solutions for customers consistent from call to call? Have they been empowered to solve customer problems, or are they just doing “catch and dispatch” support?

Here are five ways to increase CSAT and boost agent productivity in 2015:

  1. Build your best practices into every support interaction, empowering your agents with the right knowledge to resolve more issues on first contact.
  2. Provide your agents with simple-to-use tools that capture valuable step-by-step information about what happens on the call.
  3. Reduce customer wait/hold time through optimization of all of your self-service, callback, chat and social channels.
  4. Enable agents to access to pertinent customer information (e.g., purchase history) when customers contact you.
  5. Gather and act upon customer feedback, using both customer satisfaction data and detail on the interactions and exact steps that resolved their issues.
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Webinar: TSIA & Support.com

Conquering the Next Frontier for Tech Support in 2015

Thursday, November 6th, 2014 at 10 AM PST

Presenters
  • Steve Zimba, President, Mural
  • John Ragsdale, Vice President, Technology and Social Research, TSIA
  • Sampath Gomatam, Senior Vice President, Product, Support.com

TSIA-webinar-email-1014-imageTechnology support interactions are increasingly complicated. In a world where mobile, business, and home technologies are interconnected, customer satisfaction suffers when agents struggle to navigate a myriad of internal systems and knowledge bases to diagnose a problem. Moreover, we lack insight into what is working – and what’s not.

How can your support organization not only keep up with increasing complexity but also boost productivity and improve customer satisfaction?

Join this live webinar with an interactive panel hosted by John Ragsdale, Vice President, Technology and Social Research, TSIA, where he will explore best practices, trends and strategies for improving support service operations and overall customer experience. Sampath Gomatam, SVP Product of Support.com will discuss new technology for optimizing the live tech support interaction, and President of Mural Steve Zimba will discuss how Mural selected support interaction optimization software for their complex software implementation business.

During this 30 min live webinar you will learn from the experts who have been there:

  • Technology support trends
  • How to empower support service agents to optimize their live interactions with customers
  • How to boost productivity through real-time analytics and insights into live interactions

 

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Conference: ICMI Contact Center Demo & Conference

Monday, November 3rd to Wednesday, November 5th, 2014

chicagoStop by and visit us at booth # 707 for your chance to chat with our services and technology leaders, including:

  • Sampath Gomatam, Senior Vice President Product
  • John Donelan, Vice President Business Development
  • Amy Millard, Vice President Marketing
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Webinar: Support.com and ICMI

Empower Every Agent to Be Your Best Agent

Thursday, October 30th, 2014 at 10 am PST

Presenters
  • Justin Robbins, Senior Analyst, ICMI
  • Amy Millard, Vice President, Marketing, Support.com
  • Erica Strother, Community Specialist, ICMI

ICMI-webinar-email-imageSmartphones, tablets, and wearable technology all make life more convenient, but when one thing goes wrong in our “World of Connected Things”, it can be a nightmare for consumers and support teams.

Today’s customers want easy and immediate solutions to their problems. Contact center managers and agents are under increased pressure to achieve first contact resolution and lower cost per contact, all while lowering handle time and improving customer satisfaction. This can feel overwhelming, but with the right training, processes, and technology it doesn’t have to be so stressful!

ICMI Senior Analyst Justin Robbins will reveal today’s biggest challenges for multichannel contact center agents, and Amy Millard, VP Marketing, Support.com will share how you can take your support to the next level by optimizing live customer support interactions. Plus, you’ll learn how to simplify and transform both the agent and customer experience.

During this webinar you will learn:

  1. The biggest challenges customer support teams face today
  2. The most common obstacle customers now face when seeking support
  3. How to empower your agents to meet the needs of today’s connected customers
  4. Steps you can take to transform both the agent and customer experience

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.

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Conference: TSW Service Transformations

Monday, October 20th to Wednesday, October 22nd, 2014

Speakers
  • Lee Gruenfeld, Senior Director, Market Strategy, Support.com
  • John Ragsdale, Vice President, Technology and Social Research, Technology Services Industry Association (TSIA)
  • Tarik Mahmour, Senior Manager, Service Strategy & Development, Cisco Systems

October 20-22, 2014
Aria Hotel, Las Vegas, Nevada
Booth Number: 25

TISA-event-email-image3Panel Discussion
Title: Core vs. Context: Making the Outsourcing Decision
Date: Oct 21, 2014
Time: 2-3PM PST
Track: Services Delivery Transformation
Location: Bristlecone 7, Aria Hotel, Las Vegas, Nevada

Session Info:

With rising interest in extreme efficiency and extreme automation, more technology firms are coming to terms with core vs. context. The reality is that in many cases, an expert third-party provider can partner with you to execute parts of your operation at a lower cost and a higher quality than you can. Though interest in service providers originally focused on outsourcing support calls, today technology firms are finding that strategic partners are able to offer advantages to a growing number of areas, from knowledge management to social media monitoring, and even contract renewals and revenue generation. In this panel, hear some best practices from a panel of industry experts on how to identify areas for outsourcing, the process involved in selecting the perfect partner, and how to successfully manage the partner relationship.

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Conference: Extended Warranty and Services Contract innovations

Monday, September 15th to Tuesday, September 16th, 2014

September 15-16, 2014
Union Station Hotel,
Nashville, Tennessee

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Webinar: Support.com and LightReading

Optimizing the Last Frontier for the Contact Center: Customer Interaction

Thursday, August 28th, 2014 at 11:00 am PT

Presenters
  • Ari Banerjee, Principle Analyst, Service Provider IT, Heavy Reading
  • Amy Millard, Vice President, Marketing, Support.com

register-now-spiceworks0814-2-186x300How customers experience your company’s live support has a huge impact on your brand, the perception of the company, and ultimately your bottom line.

Contact centers have successfully implemented optimization for ACD/IVR, workforce optimization, but not yet for live customer interactions. Solving most support problems is a largely manual process involving scripts, static knowledge bases and time-consuming “talk therapy”. The result is an inconsistent service that is highly dependent on the expertise of individual agents.

There is a better way! In this webinar, Ari Bannerjee of Heavy Reading and Amy Millard of Support.com will discuss:

  • Contact Center support trends – and impact of overall technology trends for support
  • Customer Interaction Optimization – What is it? What are the key measure and strategies?
  • Actual case studies with metrics from implementing Customer Interaction Optimization
    • Strategies for reducing handle time and increasing NPS in real-world cable and telco environments
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Webinar: Support.com and Parks Associates

The Internet of Things: Impact of Support Services and Solutions

Wednesday, August 20th, 2014 at 11:00 am PT

Presenter
  • Patrice Samuels, Research Analyst, Parks Associates

psamuels-176x300Between 40% and 58% of current device owners see value in tech support services for their solutions. With the growing need of support services for the Internet of Things and its related applications support providers must be equipped to handle the growing demands for on-boarding and ongoing enablement services in order to ensure that consumers have optimal experiences with their smart home products and services.

This webcast highlights the growing importance of support services for the successful adoption and usage of connected home products and systems.

Attend this webinar to learn:

  • About the growing importance of support to improve adoption and growth in these sectors
  • How technical support processes and tools will have to evolve in order to maintain support efficiency, in light of the growing support needs
  • How new security and privacy concerns present an opportunity for technical support providers
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Webinar: Support.com and Spiceworks

Delivering Better Technology Product Support to Enhance Customer Experience

Tuesday, July 29th, 2014 at 11:00 am

Speaker
  • Amy Millard, Vice President Marketing, Support.com

register-now-amy0714How customers experience your company’s technology products has a huge impact on your brand, the perception of the company, and ultimately your bottom line.

So, delivering high quality technology product support should be a critical part of your overall customer service strategy.

But solving most support problems is a largely manual process involving scripts, static knowledge bases and time-consuming “talk therapy”. The result is an inconsistent service that is highly dependent on the expertise of individual agents.

There is a better way! In this webinar, you will learn:

  • 4 key trends impacting technology product support productivity
  • Strategies for reducing handle time and increasing NPS
  • How to build process standardization into your support strategy
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Webinar: Support.com and HDI

The Culturetopia Effect

Monday, July 14th, 2014 at 10 am PST

Presenters
  • Jason Young, President, LeadSmart, Inc.
  • Amy Millard, Vice President, Marketing, Support.com

Jason Young presents his innovative perspective on creating and sustaining a high-performance workplace where people can do their best work. Based on his recent book, The Culturetopia Effect, Jason will explain how leadership defines organizational values, values determine the culture, and culture directs behaviors and desired outcomes. He’ll also provide practical, easy-to-implement guidance around the seven key determinants that make for a healthy, productive, and profitable culture.

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Conference: Big Telecom Event

Monday, June 16th to Wednesday, June 18th, 2014

The Sheraton Chicago Hotel and Towers
301 E North Water St
Chicago, IL 60611

 

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Conference: CONNECTIONS™: The Premier Connected Home Conference

Tuesday, May 13th to Thursday, May 15th, 2014

Speakers
  • Chris Koverman, Vice President, Engineering, Support.com
  • Jeff Unterreiner, Senior Vice President, Connected Living, Assurant Solutions
  • Sridhar Santhanam, Founder & CEO, HFN Inc. / Nanoheal
Moderator
  • Patrice Samuels, Research Analyst, Parks Associates

Golden Gate Bridge, San Francisco18th-annual CONNECTIONS™: The Premier Connected Home Conference on May 13-15, 2014, at the San Francisco Airport Marriott Waterfront.

Next-Gen Support Services: Connected Devices and IoT

Wednesday, May 20 | 3:45 PM

This session examines the market potential of new and innovative support technologies that will help consumers navigate the increasing layers of complexity in broadband households.

 

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Conference: CONNECTIONS™: The Premier Connected Home Conference

Tuesday, May 13th to Thursday, May 15th, 2014

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Panel: CONNECTIONS™ Support Automation: Strategies and Solutions

Wednesday, May 14th, 2014 at 8:45 am

Speaker
  • Amy Millard, Vice President, Marketing, Support.com
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Conference: TSW Best Practices

Monday, May 5th to Wednesday, May 7th, 2014

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Webinar: Preventing The Internet Of Broken Things

Thursday, April 17th, 2014 at 10 am PDT

Presenters
  • James Morehead, Vice President, Product Management, Support.com
  • John Ragsdale, Vice President of Technology and Social Research, TSIA

(30 minutes)

Despite the market enthusiasm for Internet of Things companies and their products, the cost and complexity of installation, and effort required by consumers to get devices to interconnect and work together, remain critical barriers to widespread adoption. As consumers adopt home automation and security systems, medical and energy management devices, and a diverse array of sensors that monitor, track and connect the physical world, solution providers must ensure that the consumer installation and ongoing enablement experience is seamless to reduce subscription churn and first 30-day returns.

How do solution providers and their customer experience teams ensure that their solutions don’t end up creating an Internet of Broken Things? This high-impact webinar will provide insight into the ways in which technical support platforms can play a key role in the successful installation and adoption of connected home solutions while delivering superior customer experiences.

In this webinar, you will learn:

  • How the role of product and technology support needs to evolve to address the unique needs of connected home devices and systems, including proactive onboarding support and ongoing enablement.
  • How new support tools and rich data about the connected home can reinvent interactive support.
  • How guided workflow, in-context diagnostics and automated solutions can increase consistency and solve rates in today’s multi-device connected homes.

Also, hear from TSIA how the current consumer trends are driving change for enterprise support.

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Past Events & Webinars
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Support.com's Past Media Events & Customer Product/Services Webinars
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Support.com
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Conference: Caba’s Intelligent Buildings & Digital Home Forum

Tuesday, April 1st to Thursday, April 3rd, 2014

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Past Events & Webinars
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Past Events & Webinars
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Support.com's Past Media Events & Customer Product/Services Webinars
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Support.com
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Webinar: Parks and Support.com

Supporting the Connected Home: Preventing the Internet of Broken Things

Thursday, February 20th, 2014

Presenters
  • James Morehead, Vice President, Product Management, Support.com
  • Patrice Samuels, Research Analyst, Parks Associates
  • Tom Kerber, Director, Research Home Controls & Energy, Parks Associates

Despite the market enthusiasm for Internet of Things companies and their products, the cost and complexity of installation, and effort required by consumers to get devices to interconnect and work together, remain critical barriers to widespread adoption. This webcast provides insight into the ways in which technical support platforms can play a key role in the successful installation and adoption of connected home solutions while delivering superior customer experiences.

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Past Events & Webinars
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Past Events & Webinars
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Support.com's Past Media Events & Customer Product/Services Webinars
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Support.com
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Webinar: Evolving Technical Support for the Connected Home

Tuesday, November 19th, 2013

Presenters
  • James Morehead, Vice President, Product Management, Support.com
  • Patrice Samuels, Research Analyst, Parks Associates

The digital landscape of consumers’ homes, enabled by the Internet of Things, is growing rapidly more complex as home automation and security, medical monitoring, and mobile devices join traditional computing and entertainment devices on home networks. Technical support services, free and paid, are playing an increasingly critical role both in making sure consumers get the most out of new technology purchases and over the life of the product or service.

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Past Events & Webinars
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Past Events & Webinars
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Support.com's Past Media Events & Customer Product/Services Webinars
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Support.com
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Webinar: Delivering Consistent Tech Support to Reduce Costs and Enhance Customer Experience

Thursday, October 10th, 2013

Presenters
  • James Morehead, Vice President, Product Management, Support.com
  • John Ragsdale, Vice President of Technology and Social Research, TSIA

How customers experience the technology that drives products and services has a huge impact on the value of a company’s brand, the perception of the company, and ultimately the bottom line. As a result, delivering high quality tech support is becoming a critical component of the overall customer service strategy for many companies. Solving most technology problems remains, however, a largely manual process involving scripts, static knowledge bases and time-consuming “talk therapy”. The result is an inconsistent service experience where successfully solving the issue and providing a positive customer experience is highly dependent on the expertise of individual agents.

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Past Events & Webinars
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Past Events & Webinars
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Support.com's Past Media Events & Customer Product/Services Webinars
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Support.com
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Webinar: How Tech Support Can Drive World-Class Customer Experiences

Thursday, September 26th, 2013

Presenters
  • James Morehead, Vice President, Product Management, Support.com
  • Tony Mataya, Principal, Avasant

Today’s devices are more complex and interconnected than ever before, and each of us depends on technology to enrich and manage our lives. And while customer service leaders are being challenged to handle more complexity, drive down costs and enhance the customer experience, social media has made it possible for customer service failures to go viral. Therefore, when customers reach out for technology support it is a moment of truth and a strategic opportunity for companies to take customer experience to the next level. Support.com and The Outsourcing Institute (OI) share strategies for how companies can employ tech support services to create a differentiated customer service experience.

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Past Events & Webinars
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Past Events & Webinars
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Support.com's Past Media Events & Customer Product/Services Webinars
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Support.com
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Webinar: Reinvent Customer Experience with Technology Services

Thursday, May 23rd, 2013

Presenter
  • James Morehead, Vice President, Product Management, Support.com
Moderator
  • Peter Bernstein, Senior Editor, TMCnet

Customer experience has become paramount to every business’ success. According to The Temkin Group, “Research shows that customer experience is highly correlated with loyalty.” Technology has become a fundamental and permanent fixture of the modern home and office, and consumers and small businesses now depend on such technology for “must-have” information, communication and entertainment; many consumers and small businesses, however, lack the technical skill or time to successfully set up new devices or overcome technology challenges. When customers reach out for technology support it is a moment of truth and an opportunity for companies to take customer experience to the next level. In this free webinar Support.com shows, using case studies and best practices, how companies are reinventing customer experience with technology services.

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Past Events & Webinars
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Past Events & Webinars
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Support.com's Past Media Events & Customer Product/Services Webinars
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Support.com
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Webinar: Premium Support for the Home Network

Thursday, March 7th to Sunday, March 3rd, 2013

Presenters
  • Patrice Samuels, Research Analyst, Parks Associates
  • James Morehead, Product Management, Support.com

Technology support services for the home network are a growing opportunity for communications providers, retailers, and technology companies as consumers struggle to get the most out of their network-enabled gadgets. Parks Associates shares the latest research on consumer demand for tech support services and the growth of home networks and the technology services markets. Support.com, leveraging the company’s experience delivering technology service programs for industry-leading brands, details the opportunity for companies launching technology service programs to help consumers with home networking challenges.

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Past Events & Webinars
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Past Events & Webinars
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Support.com's Past Media Events & Customer Product/Services Webinars
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Support.com
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