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Article : When IoT Meets Technical Support

#contactcenterworld, @techsee_me

In this article Hagai Shaham, Marketing Assistant with TechSee explores the IoT (Internet of Things) effect on tech support and how Customer Service operations should prepare.

IOT (Internet of Things) is here, and growing in popularity. It hasn’t reached mass markets yet but that is just a question of time. Probably not much time. Business Insider estimates that the IoT will grow from around 10 billion devices connected now, to between 28 and 34 billion connected devices by 2020. This presents a huge potential and great challenges for businesses, with an estimated spend of more than $6 trillion on the IoT over the next five years. With this many devices demanding support and that much money at stake, the need for scalable tech support is an urgent one.

Tech Support in the IoT Era — why you need to start now

Businesses need to think carefully about how they’re going to support this enormous growth in the number and complexity of devices. Providing effective self service as well as fast, expert customer service for installing, using, and troubleshooting these devices will differentiate you from your competitors. Make IoT support accessible and simple, and you’ll have a tremendous advantage.

There are several unique challenges in supporting IoT devices, here are some of the key issues your customer support area might face.

Challenges in supporting IoT devices:

The diverse range of IoT devices
In the near future a service provider will have to handle support for a significantly larger number of different devices, often made by different manufacturers.

The sheer number of IoT devices
The average broadband household in the US already has eight connected devices, and that number is likely to increase significantly. This rate of growth is going to create a big increase in customer support demand.

The complexity of the IoT ecosystem
Your customer’s experience with your IoT product is not impacted just by your product, but by the technological ecosystem as a whole - this includes the network, other connected devices, communication channels between the devices etc.

As IoT grows, more devices will act together to accomplish more complex tasks for your customer, as it happens the difficulty of troubleshooting and resolving issues increases exponentially.

The use of new and immature technology
Much of the technology in IoT devices is being rushed to market and hasn’t been extensively field-tested.

Security is likely to become a significant consideration when choosing an IoT framework and products. The risk of getting your life hacked into grows as you increase your technological footprint and exposure.

Maintaining high security standards while providing remote support is just one more obstacle support centers will have to face.

Enhancing the way you support IoT

The possible solutions come down to two key approaches:

  1. Make your support easily scalable.

  2. Improve your insight and visibility into the technical ecosystem and solve the vast majority of your customer issues remotely.


Scaling your support

Self Service which is the most scalable support solution includes:

  • Detailed FAQ and knowledge-base

Provide an easily searchable knowledge base and support system that approaches fixes from the customer’s perspective.

  • Bots and automated support

AI and machine learning (who said Chatbots???) will eventually lead the support automation revolution we may experience.

  • Video tutorials

Visual solutions are quickly rising as the "go to" platform for self service tech support. Customers prefer to be shown how to complete their own fixes.

  • Interactive manuals

You can build manuals into your apps and other areas of your support structure. Customers can answer specific questions to guide them through to a solution. You can even add a layer of Augmented Reality to make the process easier on your customer.

Other scaling solutions include technologies that increase agent productivity, shorten training and make it easier to recruit agents. But those has limited effect on your support overall scalability compared with good self -service solutions.


Improving visibility into the technical ecosystem

Remote support is already a mass market technology. It’s been primarily used in the context of a single device to which an agent can get remote access and fix a problem from afar.

There are multiple solutions that are rising and give a remote agent visibility into the customer environment beyond the single device. Augmented visual assistance uses a customer’s mobile phone to broadcast live video from his home to let an agent understand what the complete situation at the customer’s home is. It allows the agent to see exactly what the customer is seeing, and it gives him simple tools to guide him remotely in a clear and efficient way.

Another solution is network monitoring technologies, those give insight across multiple devices, interfaces, and networks to enable better understanding of the complete technological set up on the consumer’s end.


Looking to the future

Technology is growing exponentially and changing the way we get through our days. To keep the connected world up and running support operations need to scale and adapt. Each business is its own universe, spend some time now thinking about the new challenges the IoT will bring to your customer service and how you’re going to meet them.

#contactcenterworld, @techsee_me

About Hagai Shaham:
Customer Service and Call Center Expert. Focussing on technologies.

About TechSee:
Company LogoTechSee is a SaaS providing Visual customer support for call centers.
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Today's Tip of the Day - Find The Right Solution

Read today's tip or listen to it on podcast.

Published: Friday, March 3, 2017

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2021 Buyers Guide Workforce Management

Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481


Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390


Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.


VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

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