Wednesday 19th November, 2014
10:45am to 11:45am
Consumer adoption of connected devices—home entertainment, mobile, smart home, and health and fitness—is opening new opportunities for tech support companies that can support both the number and the complexity of these new products and services. The need for support automation has become especially critical as technical support services include more delivery channels and cover more services and devices, both fixed and mobile. This session addresses new strategies to enhance all stages of the support process, including service initiation, diagnosis, resolution, and customer relationship management. In addition, speakers discuss strategies to improve the consumer support experience even as the home environment becomes more complex, which drives up support costs and requires more time and resources to provide the necessary support and protection.
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