IDC InfoBrief: Preparing your support team for the IoT-connected consumer

Sponsored by TELUS International:  There will soon be more than 2 billion fixed consumer entertainment devices, but just 31% of consumers say they take full advantage of their capabilities. 

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This InfoBrief covers:

  • Why IoT requires more contact center agents, not less
  • How IoT makes the contact center and customer service more important, despite automation and self-service
  • The opportunity for more holistic and proactive support as a brand differentiator
  • Key factors to delivering a superior IoT customer experience

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From the InfoBrief

Agents need to understand not only the supported solution, but the ecosystem of devices, services, and software that surround that solution, and how they all interact. IoT offers unequaled up-sell and cross-sell opportunities to agents who clearly understand their customers’ contexts.