Crossing the chasm for the Internet of Things
Crossing the chasm for the Internet of Things

“Crossing the Chasm” is one of my favorite business books of all times. Geoffrey Moore describes the lifecycle of new technology adoption that, by now, should be familiar to everyone in high tech. One of the key points in the book is that there is a chasm in adoption between innovators and early adopters on […]

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 […]

Redefining Support for a Connected IoT World

Imagine this a few years from now: Xfinity has updated their Android app. The update requires an OS upgrade, which hasn’t yet been pushed to the phone by your mobile carrier. Without the new upgrade, your Xfinity app no longer controls your connected TV services correctly. You’re impatiently searching in the app for the customer […]

Announcing SupportCam™ “Eyes on the Problem”

You’re standing with your torso twisted, staring at the ports on the back of your TV. User manuals, cables and a cable router are strewn over the floor of your living room. You’ve read that you have to connect the cables to the boxes in a certain order, but you’ve done it twice and it’s […]

Optimizing Your Contact Center Tech Support Interactions – Part 2

Last week I wrote – in Part 1 of this three-part blog series, – about providing real-time guidance to tech support representatives, and how this is the next big thing for contact centers. In fact, on-screen guided support is already provided to the reps of many brands that garner high customer ratings. Whether it’s break-fix […]

New Webcast: IoT and the Connected Consumer

In a recent webcast titled, “A New Customer Experience: IoT and the Connected Consumer,” Parks Associates research analyst Patrice Samuels joined Chris Koverman and Sampath Gomatam of Support.com to discuss the complexities of offering support in an Internet of Things (IoT) world. Ubiquity of Connected Devices IoT IssuesSetting the stage for the webcast, Samuels discussed […]

A Proactive Approach to Self-Service Customer Support

Self-service customer support is a modern form of customer service that improves satisfaction and efficiency in the contact center. Your customers love that they can get the support solutions they want, when they need them, on their own, without waiting for help from a busy call center. Companies are glad to have happy customers, who […]

How Your Contact Center Can Survive the Busy Season

Every business has its busy season. Whether your contact center’s pace is influenced by holiday gift-giving, seasonal travel patterns or the annual approach of April 15, it’s a natural expectation that your business’ activity will ebb and flow. Call centers and support teams are strongly impacted by these seasonal rhythms. During your company’s busiest times […]

How Prepared Are You to Deliver Support to a Connected World?

The world is more connected today than ever before. With the rise in mobile devices and connected consumer electronics, broadband households in the US now own an average of seven connected devices (“The Internet of Things” Parks Associates). Many households are connected with a laptop or desktop computer and of course mobile devices, but in […]

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