Author: Pete Koat


Quantifying the value of operational efficiency in home broadband networks

Digital transformation in home broadband networks is increasingly under the spotlight, and here’s why: As many as 80% of technical support calls from residential customers need to be escalated to technical staff, which drives up costs, increases resolution time, and impacts customer satisfaction. The operational costs alone can be staggering, where a further third of […]

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Webinar Invitation: How to Solve Firmware Update Challenges

New firmware images are released on a weekly basis to add new functionality, patch security holes, increase stability, and improve broadband performance. However, updating firmware on gateways is renowned across the broadband industry as a time consuming and error-prone process — often resulting in upset customers and increasing the number of complaints to the help […]

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Enhancing Customer Care Part 4: Optimize Experiences with Accurate and Transparent Billing and Payment

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 […]

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Enhancing Customer Care, Part 3: Broadband Experience and the Outside Plant

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 […]

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Enhancing Customer Care, Part 2: Customer Service and Retention

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 […]

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Enhancing Customer Care, Part 1: The Customer Lifecycle

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, […]

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The Wired Operator in a Wireless World, Part 3: Offering Tailored Promotions to Improve Return on Investment

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 […]

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