Learn 3 ways to gain greater visibility into your subscriber experience. Empower your customer support teams with the right tools, insights and data to delight your subscribers.... READ MORE 

Calix Customer Success has a clear mission. We’re here to help broadband support teams become super-efficient. That way, they save time and money—all while making subscribers happier and loyal to the core. Over the years, we’ve worked with hundreds of broadband service provider (BSP) customers. Along the way, we’ve collected a number of best practices about how to make support calls incredibly efficient. Our top four are below. I invite you to read them and email me at christina.wilson@calix.com with your own best practices, questions, and tips! ... READ MORE 

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 

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 

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