Calix Blog

Perspectives that Catalyze Innovation

Calix Blog

Perspectives that Catalyze Innovation

November 23, 2021 by Christina Wilson

Here’s How FTC Is Using End-to-End Visibility Into the Member Experience To Cut Support Calls by 35 Percent

Recently I chatted with Charles Austin, executive vice president of network engineering at Farmers Telecommunications Cooperative (FTC), the largest member-owned telecommunications cooperative in Alabama, serving more than 17,000 members. Founded in 1952, FTC is committed to delivering the most advanced telecommunications technologies and services available, promoting economic growth, and enhancing the quality of life for rural communities in Alabama. We talked about the specific ways FTC has embraced a more proactive customer-support approach to get end-to-end visibility into member experience and reaped real benefits—including cutting total inbound calls by 35 percent and reducing unnecessary truck rolls by 20 percent.... READ MORE 

August 17, 2021 by Christina Wilson

Learn How West Carolina Tel Field Techs Are Faster and More Efficient With Calix Support Cloud

I recently connected with Troy Mack, manager of network operations at West Carolina Tel, a telecommunications cooperative serving members across eight counties in South Carolina and Georgia. The recipient of the 2020 Calix “Innovations in Revenue EDGE” Award for Customer Experience, West Carolina Tel prides itself on ensuring subscriber satisfaction at every step of the journey. We discussed the critical role that field technicians (field techs are also known as installation and repair (I&R) techs) play in creating an outstanding subscriber experience, how innovative tools and technologies enhance field techs’ day-to-day work, and best practices that have changed how they support subscribers in the COVID era and beyond. ... READ MORE 

May 14, 2021 by Christina Wilson

How the Customer Support Team at ALLO Is Saving Time and Money by Embracing These Best Practices

The efficiency of your customer support team has huge implications for your business. Learn how ALLO Communications is leveraging Calix solutions to optimize their customer support, excite subscribers, and support the continued growth of the company.... READ MORE