Remote Support Reimagined: Elevating Support from the Contact Center to the Field

Remote support has moved from a tactical tool to a strategic differentiator—and service leaders are rethinking how it fits into the broader delivery model. New Service Council research shows that an organization’s focus on customer experience, employee experience, or financial performance affects its strategic roadmap, including priorities in metrics, challenges, and technology investments. How can service leaders effectively address the diverging needs from these different personas and maximize the potential of remote support within their organization? Join us as we explore how remote support is evolving in response to changing expectations and organizational goals. We’ll be joined by service experts, Brad Haeberle, EVP Services at Smart Infrastructure Buildings, Siemens, and Chris Savio, Senior Director, Product Marketing, LogMeIn to discuss: Why the shift-left approach is being reimagined—and in some cases, deprioritized What frontline agents really think about AI, AR/VR, and IoT How remote capabilities are bridging gaps across the service chain—from first contact to field resolution The data paradox: Why contact center agents need more insight, while field techs are inundated Whether you’re modernizing L1 support, scaling expert access in the field, or enhancing your remote-first strategy, this webinar will give you practical insights to align technology with your service vision and frontline needs. Who Should Attend: Service leaders, support operations managers, CX strategists, and technology decision-makers in manufacturing, wholesale, professional services, and beyond.