Wednesday August 17
2:00 PM ET | 11:00 AM PT
Utilities across the country are stepping up to bridge the digital divide in their communities. By entering the broadband business, operations teams often find themselves balancing between being lean and having robust systems to address service availability challenges. This often includes sifting through multiple network and service-affecting issues in Field Operations, at the Network Operations Center (NOC), and Help Desk simultaneously. So how can a new broadband service provider ensure a smooth customer experience that doesn’t negatively impact its existing utility business?
This session will highlight:
Operating challenges that new broadband service providers face
What it means to be “standards based” and why it matters
How to empower Tier 1 Support Staff to increase first call resolution and decrease truck rolls
How to put intelligence into your field technician’s hands
The importance of PON, ONT, and Ethernet/LAG Uplink health; what uplinks are most affected; how difficult it can be to ID and how much easier it is with the right tools
Customer self-help and easy onboarding.