As we come full circle on the topic of Enhancing Customer Care we get to one of the most challenging and crucial aspects of the Customer Lifecycle: Discover.
Long before Retention and Customer Service, Use, Bill and Pay, and Purchase, comes Discover. An operator may have the best infrastructure backbone, the best community involvement, or the best Netflix ratings on the market; but all of that is meaningless if nobody has signed up to the services — or understands why they should. Continue Reading
The growing subscriber appetite for mobility of IP services has caused worldwide WiFi-usage rates to reach unprecedented highs. A recent trends and analysis report predicted that by 2020, wired devices will account for 34 percent of IP traffic while WiFi and mobile devices will account for 66 percent of IP traffic.
The rapid rise of WiFi utilization is seen in two distinct areas: high penetration rates of service provider WiFi within the subscriber home and increased adoption of public WiFi hotspots. Continue Reading
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
With any new project, your initial focus will always include cost and time. When third-party vendors are involved, these numbers are often decision factors in the vendor selection process. Continue Reading
There is a lot being said on social media today about customer care: how to measure it, how to teach it, and how to improve it. Those of us who hire and manage Customer Support Engineers gather a wealth of information and buzzwords abound, yet sometimes simple common sense reveals what mountains of data obfuscate. Continue Reading
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
In last week’s blog, we explored the benefits of customer self-service; however, creating a valuable customer portal is not a simple task. Self-service has been part of the retail and banking landscape for years, but the broadband services industry faces a number of additional challenges: Continue Reading
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
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
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