Posts on professional services

Your source for opinion and insight on the latest trends on professional services.

Successful Projects: What’s Your S.E.C.R.E.T?

Getting projects done on-time and accurately can be a minefield of trouble. With all the good intention in the world, projects can still go south quickly.

Why should this be so? Why do projects fail? A lot of the reasons can be traced back to the team relationships. Why do people get upset during projects? Why do relationships degrade? Why are attitudes called into questioned? Continue Reading

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Infographic: The Software Migration Highway

Any industry veteran will tell you just how demanding and stressful a software migration can be. Integrating new business and operational support systems (B/OSS) to accurately process, transmit, store, and optimize services with your existing database can result in unexpected errors that cause major pain points for employees and customers alike.

What if you could remove this stress and find an easier way to complete an end-to-end software migration? Continue Reading

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Why Traditional Customer Service Models Just Don’t Cut It: Part 1

Customer care is changing quickly in the broadband world. Today’s subscribers expect issues to be dealt with immediately and can be driven away by long wait times or multiple inquiries for the same issue. Clearly, substandard service is not good enough — but fast issue resolution involving phone calls and truck rolls can be expensive. How can you provide the level of customer service that subscribers expect and still keep costs down? Continue Reading

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Professional Services: Committed to Your Success

Key industry trends — like SDN, NFV, vCPEs, CCAP, TR-069, bandwidth congestion management, and converged service orchestration — are set to change the way communication service providers maintain operations throughout the world. With such constant change, keeping up-to-date and understanding all the latest innovations is starting to become a full-time job. And let’s be honest — introducing next-generation multi-service, multi-device hardware and software systems into existing operations is a confusing and cumbersome task. Continue Reading

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5 Easy Ways to Improve Customer Experiences

In last week’s blog, we discovered the importance of customer experiences. We learnt that great customer experience not only keeps revenue flowing, it’s actually an efficient way to strengthen your incoming revenue stream.

In the 2014 American Consumer Satisfaction Index report, ISPs scored lower than all other related industries.

Don’t let this be an indication of your business. Here are 5 easy ways to improve customer experiences: Continue Reading

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Just How Important Are Customer Experiences?

In 2015, mature markets like North America and Western Europe saw Internet penetration exceed 80% (with the United States nearing 90%). This high level of adoption has shifted the focus of service providers across these regions to heavily invest in customer experience management platforms instead of attracting new customers with advertisements. Continue Reading

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