Calix Blog

Perspectives that Catalyze Innovation

Calix Blog

Perspectives that Catalyze Innovation

February 8, 2022 by Christina Wilson

Four Ways You Can Maximize Call Time and Improve Subscriber Engagement

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 

February 7, 2022 by Allison Boudreau

A Mobile App Is an Amazing Support Tool for Broadband Service Providers—Here’s How To Drive Adoption to New Heights

Did you know a mobile app can help cut your inbound calls by up to 20 percent? You might think of a mobile app as a terrific way to grow your brand, increase subscriber satisfaction, and deliver a steady stream of revenue-generating services to subscribers. That’s all true. But here’s what you may not realize. A mobile app like CommandIQ is also an extension of your customer support team. ... READ MORE 

February 4, 2022 by Jennifer Astle

Why We’re Thrilled With Our 74% First-Call Resolution Rate and Excited To See Calix Partner With NISC

Our mission at Silver Star Communications is to enrich lives through exceptional customer experiences and innovative uses of technology. It’s an ambitious and worthy mission—and our 10-year partnership with Calix has made it possible every step of the way. We’ve been a full Calix Revenue EDGE customer since 2019. The comprehensive solution—including GigaSpire® BLAST systems, Calix Cloud, the CommandIQ® mobile app, ProtectIQ™ for network security, and ExperienceIQ™ for advanced parental controls—forms the foundation of our Home Zone Premium service. It’s helped us successfully differentiate and deliver incredible value to our subscribers. ... READ MORE 

February 3, 2022 by Joseph Michelli

It's a Matter of Time: How To Turn Time Spent With Subscribers Into Loyalty & Delight

Benjamin Franklin is credited with saying, “Time is money.” However, from the perspective of your business, does the time you spend with subscribers really drive financial benefit?... 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 16, 2021 by Joseph Michelli

Learn How Proactive Customer Support Can Increase Wallet Share by Up to 86 Percent

According to a 2020 report from Gartner, “The Customer Value Advantage,” those desired outcomes are simply a matter of adding value and decreasing customer effort. Specifically, authors Lauren Villeneuve and Devin Poole note... 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 5, 2021 by Greg Owens

One Million Orders and Counting: GigaSpire BLAST Delivers Simple, Seamless Subscriber Support

Ask any broadband service provider (BSP) customer support team what they want in a Wi-Fi 6 system, and you’re likely to receive a long list. They want a system that will help streamline installation, enable seamless upgrades, reduce inbound trouble calls, simplify troubleshooting, ensure a long lifespan, and lower CAPEX and OPEX. And of course, the systems also need to deliver unbelievable performance and offer a range of services that will excite subscribers, build loyalty, and reduce churn. ... 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