Calix Blog

Perspectives that Catalyze Innovation

Calix Blog

Perspectives that Catalyze Innovation

June 14, 2022 by Brian Vaughn

How Will Customer Support at Forked Deer Cut Call Handling Times 27 Percent?

Calix Support Cloud has enabled Forked Deer Connect, LLC, resolve complex issues faster and live up to their promise of “above and beyond”. Learn more.... READ MORE 

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 

November 18, 2021 by Kent Law

Achieve 68 Percent First-Call Resolution (and Much More!) With a Proactive Support Mindset

When I started in the Calix support organization in 2005, I worked on the front lines taking support calls from our customers. So, I can relate to the support challenges that our broadband service provider (BSP) customers face every day. Over the past 15 years, BSPs have continued to transform their businesses. And right now, an excellent support experience is more critical than ever. ... READ MORE 

November 11, 2021 by Kashyap Merchant

Do You Want the Real Story of Subscriber Satisfaction? Use Our New Customer Experience Score

How can you truly measure the subscriber experience? Many broadband service providers (BSPs) rely on metrics like customer satisfaction (CSAT) and Net Promoter Scores (NPS)—but they aren’t designed to measure subscriber satisfaction specifically. That means they come with some key limitations. ... 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 

August 4, 2021 by Supriya Iyer

Calix Support Cloud: How To Mobilize Your Frontline Support for Success

Everyone across your organization—sales, marketing, operations, finance, and, of course, customer support—is committed to ensuring your subscribers are thrilled with their broadband service. Frequently that fantastic subscriber experience starts with your field techs (or installation and repair (I&R) technicians); they are the first point of subscriber contact and the face of your brand. ... 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 

May 13, 2021 by Supriya Iyer

Four New Ways To Optimize Your Customer Support and Create Happy Subscribers

Broadband service provider customer support teams face more challenges than ever, keeping subscribers up and running when the world moved to working, learning, shopping, playing, doing everything-from-home and the network became a truly essential lifeline to family, friends, co-workers, and more.... READ MORE 

April 1, 2021 by Bob Carrick

How We Developed the Best Broadband Performance Testing Solution for FCC Compliance

Are you eligible to receive funds from USAC through CAF, ACAM, Rural Broadband Experiments or any of the other High Cost funds? Discover the pros and cons of the different methodologies to run performance tests and report regularly according to FCC requirements. ... READ MORE 

August 19, 2020 by Kezia Gollapudi

30 Percent of Truck Rolls are Avoidable With the Right Data Insights

Union Wireless discovers that 30 percent of their truck rolls are avoidable, and looks forward to uncovering more hidden problems and opportunities. ... READ MORE