Calix Blog

Perspectives that Catalyze Innovation

Calix Blog

Perspectives that Catalyze Innovation

July 2, 2022 by Martha Galley

Want To Transform Your Support Operations? Start by Tracking KPIs

Understanding your KPIs for your support organization can transform your business. But where do you start? Learn more about support KPIs.... READ MORE 

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 

June 12, 2022 by Christina Wilson

3 Ways To Gain Greater Visibility Into the Subscriber Experience

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 

June 11, 2022 by Izzy Gomez

Learn How Proactive Customer Support Can Increase Your NPS Score and Reduce Truck Rolls

Reducing truck rolls by being proactive to your customers needs can reduce truck rolls and operating costs. Learn how Calix Support Cloud can make this possible. ... READ MORE 

June 10, 2022 by Joseph Michelli

Diving Into KPIs: How To Empower Transformation and Drive More Results

KPI selection and use can make or break business decisions. Learn how to empower transformation as you dive into KPIs. Learn more. ... READ MORE 

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 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