In the previous instalment of the series on Enhancing Customer Care, we covered the Use section of the customer experience lifecycle. This is where operators must proactively ensure that their customers are receiving the services they have paid for, while also deploying the best infrastructure available to meet geographic needs and keep a high level of service quality. Continue Reading
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. Continue Reading
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. Continue Reading
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? Continue Reading
Visibility into usage habits and trends makes it easier to understand what new products should be offered, and to whom. With the right solution, you can identify when a customer should be offered a different package or media access, or a trial upgrade to better suit their bandwidth utilization history, traffic hours, traffic type, and subscriber type (business or residential). Continue Reading
Let’s face it, providing broadband services is more than just provisioning a gateway. No gateway is the same, provides the same management interfaces, or supports the latest protocol of the respective access technology. Beyond the various nuances at the end of the day, there are specific business drivers that need to be solved: be it providing a new MPLS circuit, activating community WiFi, provisioning telephony, enabling a new service, or providing proactive care. Today’s operators are keenly aware of the need for service agility. Automation is key to ensuring agile and reliable service. Continue Reading
Converged access networks are becoming the norm for today’s communication service provider (CSP), as the traditional wireline and fiber operators look to support the changing needs of their customers in an increasingly wireless world. What does a converged network look like for the subscriber when it includes a transparent layer offering seamless handoff between wireless and wired access? How does the CSP provide that seamless world between the wireless access within the home and abroad? Continue Reading
In major urban centers across North America, finding a public WiFi signal is about as easy as finding a Starbucks; which, actually offers WiFi service to its patrons at no additional cost. This partnership makes sense when you consider 75% of people say one week without WiFi would leave them grumpier than one week without coffee — why not serve both in the same place? Continue Reading
Last summer, the Federal Communications Commission (FCC) imposed new rules on carriers that intend to turn off copper networks and replace them with fiber, but said that carriers should feel free to make the switch as long as they keep providing the same service to customers. Continue Reading
In my last two posts of the Technical Guide to DOCSIS 3.1, we explored both the bandwidth capacity increases, and the technical advantages enabled by DOCSIS 3.1. Over the next few years, we will start to see wide-scale commercial adoption of DOCSIS 3.1. But what happens next? DOCSIS 3.1 still has some faults that will need to be explored to further advance the communications industry. Continue Reading