By Renee Soulliard, Chief Marketing Officer, Support.com We’d like to give it up for the involved, hands-on dads at Support.com, who not only work hard but also understand that family comes first. Dads have had a challenging year, just like everyone else. And while the surge in pandemic working conditions has taken a toll on many families, the flexibility of remote work that came about over the past year offered a golden benefit to many fathers: The chance to skip the commute and spend more time at home. In a survey conducted by McKinsey & Company, 71% of working fathers reported better ..read more

By Lance Rosenzweig, CEO, Support.com This Mother’s Day, I want to take some time to celebrate and thank all of the moms who work at Support.com. They are leaders inside the company and out, providing expertise and care to both our customers and their families. Moms, we are so grateful to have you as part of the Support.com team, and I hope you enjoy the celebration and appreciation you deserve with your loved ones this weekend. In addition to recognizing the mothers at Support.com, I’d like to take this opportunity to highlight an important truth: all moms are working moms. The value of the ..read more

By Lance Rosenzweig, CEO, Support.com When the COVID-19 pandemic ends, not all workers will return to brick and mortar offices. According to research from McKinsey, the number of executives who believe that at least a tenth of their workforce could successfully work from home two or more days per week has doubled since the pandemic. Workers are on board: Slack’s Future Forum reports that only 12% of knowledge workers want to return to work in an office full-time. Plenty of executives, futurists, psychologists, and economists are weighing in right now on the long-term consequences of a drasti ..read more

By Lance Rosenzweig, CEO, Support.com When the COVID-19 pandemic ends, not all workers will return to brick and mortar offices. According toresearch from McKinsey, the number of executives who believe that at least a tenth of their workforce could successfully work from home two or more days per week has doubled since the pandemic. Workers are on board: Slack’s Future Forum reports that only 12% of knowledge workers want to return to work in an office full-time. Plenty of executives, futurists, psychologists, and economists are weighing in right now on the long-term consequences of a drastic ..read more

By: Christine Kowalczyk, Chief Operating Officer, Support.com While a BPO’s success in delivering customer care depends on a multitude of factors, reliable recruitment and employee retention play key roles in driving exceptional performance. Over time, the BPO industry has worked to make its processes for staffing more efficient, using digital channels to source candidates and hiring seasonal workers for peak times. Nevertheless, the past year introduced new demands for customer care, which highlighted another key issue: the demand for specific, expert-level skill sets. Looking towards the fu ..read more

By: Kevin Ruthen, Chief Technology Officer, Support.com In 2021, companies looking to strengthen their security postures are sure to take a hard look at their third-party vendors and BPOs. The sudden shift to home-based and hybrid work in 2020 sent a grim reality check to many cybersecurity executives. Though security executives felt overall that they were prepared for the transition to remote work and that their employees knew their company’s security compliance best practices, nearly 20% of respondents to a recent Malwarebytes survey faced a security breach due to a remote worker last year ..read more

By: Lance Rosenzweig COVID Rapidly Shifts Customer Care Requirements as Demand Increases The coronavirus epidemic has cut a capricious swath through the global economy. Some job sectors, like hotels, live entertainment, and amusement and recreation, have been devastated and may take five years or more to recover. A small handful of other industries have not only been spared, but have boomed: grocery sales went up nearly 30% in March, and Coresight Research forecasts that online grocery sales will grow by 40% by the end of the year. That tracks with record-shattering growth in e-commerce overa ..read more

Unprecedented customer support traffic brings opportunity for businesses to win loyalty By: Lance Rosenzweig, President & CEO, Support.com Holiday shopping is already upon us, and it is certainly looking very different from last year. Financial analysis site, Stock Apps says coronavirus fears have accelerated online shopping, and unlike previous years where Black Friday typically sent droves of shoppers into big box stores, online sales that day hit a new record, a trend that is expected to continue through the holiday season. E-commerce’s share of overall retail sales has seen steady gro ..read more

We’re kicking off our Customer Service Week with a major name drop. But it’s not what you think. As we looked across our network of home-based employees, we realized that there is something special about the high-quality support our frontline team provides to our clients’ customers. In addition to being so effective (FCR 85%!), our fantastic employees become true experts in our clients’ businesses. Our teams collaborate and learn from each other every day to up our game. Our great work and proactive self-development are the driving forces behind our decision to drop the name “agent” from our ..read more

This year’s back-to-school season is full of uncertainties: Will kids have to go back into school buildings this fall? Will distancing learning prevail? Or will schools, parents, and kids attempt to tackle hybrid learning, where both remote and in-class teaching are combined? As the COVID-19 pandemic continues to evolve, these modalities could change at any time, and—no matter the circumstance—we should prepare for the range of teaching options for the new school year. From K-12 to higher education, the goal is the same: to ensure that all students and teachers have access to the tools and sup ..read more