In the Connected World, Context is King
In the Connected World, Context is King

In the Internet of Things, and particularly in the sub-domain called the smart home, there is so much information flowing in all directions that just dealing with exceptions or trying to derive insights are no longer sufficient for the realization of all the potential value that exists. True utility is dependent on devices and systems […]

Why What we’ve Always Done won’t Work Anymore: The Special Challenge of Launching Products for the IoT

Like a car with an engine too powerful for its frame, much of today’s Internet of Things technology seems to be outstripping our capacity to use it effectively. Even at this early stage, predictions of continuing double-digit expansion in adoption of new connected devices are showing signs of being wildly optimistic: The enthusiasm shown by […]

Re-thinking Contact Center Metrics in an IoT World: A Modest Proposal*

(* with apologies to Jonathan Swift) Ask managers in the contact center arena and they’ll tell you that they live and die by the same set of metrics they were using when they opened the doors: average handle time, first-call resolution, etc. And why not? If you handle a million calls a year and lop […]

Support.com’s “Secret Shopper” IoT Support Experiment

Early in 2015 a small group of people at Support.com decided to see firsthand how the home automation segment of the Internet of Things was being supported. You can read all the details here, but let me give you a brief overview of the basic findings. I’ll start with a really brief overview: It was […]

Technology and the Human Art of Support

Contact center operations have improved dramatically over the years, and several significant advances stand out. Features like interactive voice response, intelligent call routing, agent screen pops via integration with CRMs, ticketing systems and Web-based self-service are helping us reach the Holy Grail of service—making customers happy and doing it at lower cost. The theme uniting […]

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