Happy new year to all the Incognito blog readers. This year, we’ve partnered with our friends at Light Reading to publish my annual industry predictions article.
What lies ahead for service providers in 2018? Follow the link to find out my thoughts on Artificial Intelligence, Network and OSS upgrades, Mergers and Acquisitions, and Cloud Computing:
http://go.incognito.com/what-lies-ahead-for-csps Continue Reading
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
Struggles with the firmware update process are well known by Network Administrators in the cable industry. The copious tasks required to complete an end-to-end firmware update are painstaking and error-prone, often making the investment not worth the time it takes to complete the work. These manual tasks generally include:
- Discovering the device’s current firmware version
- Identifying the accurate update path
- Scheduling the update to ensure subscriber services aren’t interrupted
- Administering the update
- Verifying update success
- Post-update actions, often including error resolution
For cable and telecommunication service providers, subscriber self-care dashboards are an essential part of an optimal customer experience. By giving subscribers the ability to adjust settings within the home network, such as WiFi passwords and parental controls, providers are saving operational time and money. However, not all subscribers arrive at a self-care dashboard with the same technical knowledge. This presents a new challenge for service providers, who often end up spending the saved resources on supporting their non-technical users when utilizing the features of a dashboard. Continue Reading
We are quickly approaching a world in which most everyday devices will communicate with a vast ecosystem of other hardware that is connected and integrated with the Internet. In fact, we are almost there today.
Right now, anyone can pick up “smart” or Internet-connected lights, Fitbits, home appliances, cameras, and other hardware from the store around the corner at a reasonable price. This is a segment of technology that is continually developing, and will continue to grow rapidly over the next few years as costs decrease and more opportunities flourish. Continue Reading
Have you ever purchased a new electronic device, taken it home, excitedly unwrapped it and switched it on, only to discover that something is wrong and you need to phone customer support?
This scenario is all-too-common in the broadband services industry, and unfortunately, it’s usually the service provider who takes the blame. New customers will often purchase gateways from third parties or redistributors without knowing that the device’s firmware is out of date. When the customer attempts to connect this device to their network, they’re quickly blocked by an error message (or sometimes no message at all) due to expired or unsupported firmware. 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
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
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
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