The demand for customer support is expected to significantly grow due to the IoT. There are two main effects the IoT is having on contact centers:
1. A rise in the sheer number of devices that demand support.
2. A technological ecosystem that is becoming more complicated.
This puts a lot of pressure on call centers and results in a higher technician dispatch rate and a lower first call resolution rate.
A great example of this is a U.S. telecommunications provider we work with. This company expanded its business and started selling smart home and wearable products. They had a strong reputation when it came to customer support. A few months after a series of new product launches, their support operation was, as they put it, “under attack.”
The new devices, in conjunction with the complexity of the consumer’s home setup placed significantly more pressure on the shoulders of their CS agents. They saw their technician dispatch rate grew which resulted in longer response times, which created customer frustration.
They had to find a way to solve more of the problems related to their new hardware remotely and efficiently.
Interested in reading about the solution and results? Check out the complete post.
