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
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. Continue Reading
The first fiscal quarter is a crucial time for any business executive. This is the time when meetings are held and strategies are set into motion, helping to shape the trends of the year ahead.
As the telecom industry continues to speed past an exhilarating 2016, it’s time to look at the new year. Here are my top three predictions for 2017: Continue Reading
Key to the success for any business is the return on investment. Achieving a good return on investment depends a large amount on the support systems that are used to manage the customer services. Like all communication service providers, there are key challenges when rolling out fiber networks. Continue Reading
There’s only one week to go until FTTH Connect unleashes on Nashville, Tennessee. For anyone looking for faster service fulfilment or who have questions about building a fiber strategy, this event is an opportunity to learn about FTTH connectivity from across the world.
The Incognito team is excited to be exhibiting our fiber solution at FTTH Connect this year. We’ve put together this guide to the show and city to help you make the most of your stay. 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
Greetings and Happy New Year. Back from my brief holiday break and ready to work, it’s time once again for me to look through my industry periscope in search of what’s on the horizon in 2016. Here are my predictions for the year ahead: Continue Reading
Isn’t it incredible how quickly time seems to pass us by? With each passing year, the excitement circulating within the broadband industry seems to grow exponentially. This excitement has a wonderful way of invigorating change and inspiring the many different players within the communications space: from telco and cable providers, to leading industry organizations, to software solution providers that constantly shift the communications landscape with next-gen technology. Continue Reading
There’s more to deploying fiber-to-the-home (FTTH) services than just making an infrastructure investment. As service providers shift strategies to fiber technology to accommodate an all-IP landscape where bandwidth consumption rates continue to rise, one constant remains: the need to provide a great quality of experience (QoE). Continue Reading
First times are always fun. Mixed with the expectations and unknowns, there is no experience as exhilarating as having the chance to learn something new – which is, I guess, one of the reasons why I have always been drawn to technology and engineering in general. Continue Reading