Incognito Blog

Your source for opinion and insight on network management trends and subscriber experience optimization.

Enhancing Customer Care, Part 3: Broadband Experience and the Outside Plant

Bangkok city and connection with communication technology icon

In the last part of my series on Enhancing Customer Care, I described the essential role of the customer call center, which directly affects the Customer Service and Retention stages of the customer lifecycle model. Both of these stages are immediately impactful to a subscriber’s quality of experience (QoE) whenever a service issue occurs.

What’s equally impactful to the state of customer experience is how customers are using the services purchased. For the operator, this means proactively ensuring that customers receive the services they have paid for — the promised up/download speeds and bandwidth allotments, connection reliability and predictable service are being delivered.

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Broadband Providers: What Are The Implications of Virtual Reality?

Man Using Virtual Reality Headset

Broadband service providers take note, personal virtual reality (VR) platforms are going to reshape the industry sooner than you think.

We’ve seen a constant stream of VR-related news coming from major industry tradeshows, online broadband publications, and even broadband CEO blog posts. I’ll try to generalize their comments succinctly: personal VR platforms are expected to bring massive sales, huge increases in bandwidth consumption, and dramatic shifts in subscriber quality expectations. This is an exciting time for broadband service providers, but it’s essential to consider what implications VR will have on your organization.

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Enhancing Customer Care, Part 2: Customer Service and Retention

Learn why optimizing the call center is essential to building subscriber loyalty

In last week’s blog, I covered the customer lifecycle, which includes two essential categories: Customer Service and Retention.

According to research with Tier 1 partners, we discovered several themes that fall under the categories of Customer Service and Retention, such as agent handling practices, issue resolution times, and retention efforts. The work an operator conducts to optimize these essential components of the services lifecycle are directly related to quarterly churn rates.

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Enhancing Customer Care, Part 1: The Customer Lifecycle

How can operators solve the complex challenge of enhancing customer care?

Customer care is an extremely complex challenge. From a Network Engineering perspective, it is a purely mechanical challenge. From a Sales and Marketing perspective, it’s a correlation between perceived and delivered value. From the Customer Service Representative (CSR) perspective, it’s emotional alignment and affability with a customer.

With all these complex perceptions of customer care, how do we truly enhance customer care practices?

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Your Guide to CableLabs Summer Conference 2017

Convention Centre

We’re less than a month away from one of the year’s most technically insightful industry tradeshows, CableLabs Summer Conference 2017 in Keystone, Colorado.

Our team is excited to be attending this year’s conference, where we’ll have the latest broadband solutions on display. Meet with us to discuss optimizing your provisioning platforms, uncovering new monetization opportunities, and solving your customer experience challenges — or just stop by to say hello and meet the Incognito team!

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Reduce Churn with Usage Based Retention Offers

Happy confident entrepreneur working with a laptop gesturing thumbs up looking at camera sitting on a couch at home

As broadband markets mature, churn becomes the critical metric for network monetization. Studies have shown that cost and billing are a key churn driver, representing 40% of subscriber attrition. Other studies have shown that half of these subscribers feel they are not receiving “value for money” and hope to find that value by moving to another service provider.

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Experience is Paramount at the 2017 ANGA COM

Right as May turned into June, we joined thousands of attendees at the latest edition of ANGA COM in Cologne, Germany. If you stopped by our booth to say hi, or had a meeting with one of the representatives from Incognito, we want to say thanks for visiting!

Over the course of three days, I had the opportunity to listen and gain insights on the challenges faced today in the industry.

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