Why Customer Care Is Key to a Successful Broadband Business: Lessons From ALLO Communications
Date / Time: Wednesday, August 25, 2021, 11:00 a.m. New York / 4:00 p.m. London
With the explosive demand for broadband services over the last few years and the growing complexity of home networks, meeting customer expectations has become a challenge. One broadband service provider consistently leads the way with their approach to customer support. ALLO Communications, a leading service provider in Nebraska and Colorado, boasts a Net Promoter Score (NPS) of +71 for technical support and has reduced truck rolls and trouble call escalations by 60%. On this webinar, we will hear from Nick Colton, Director of Technical Support and IT at ALLO, who will share how they are optimizing customer support operations in order to deliver an outstanding subscriber experience.
Join Calix and ALLO to learn how you can:
Empower your subscribers with self-help capabilities to decrease inbound support calls and increase customer satisfaction
Use insights to identify potential issues and proactively address them and reduce churn
Implement customer support strategies that lead to measurable cost savings
Alan Breznick, Cable/Video Practice Leader, Light Reading | bioNick Colton, Director of Technical Support & IT, ALLO Communications | bio
Kezia Gollapudi, Marketing Director, Cloud, Calix | bio
Alan Breznick has tracked the media, telecommunications, broadband, and consumer electronics industries for more than 20 years. Before switching over to Heavy Reading in 2007, he was the original editor of Light Reading Cable Website and founding author of Heavy Reading's Cable Industry Insider. At Heavy Reading, he primarily focuses on cable/MSO services, technologies, and networks, as well as IPTV infrastructure. Alan was formerly a broadband analyst for Kinetic Strategies and a contributing analyst for One Touch Intelligence. He previously reported for Communications Daily, Cable World, Multichannel News, Broadband Daily, Crain's New York Business, and Genuine Article Press, among other publications.
As Director of Technical Support at ALLO, Nick has helped drive ALLO’s NPS to over +70. He utilities data to raise the bar on sales goals and drive improvements in Technical Support and Customer Service teams, all while making working, learning, and staying from home a breeze. Outside of the office, Nick can usually be found at his home in Imperial, Nebraska, chasing around his three kids or trying extremely hard to talk his wife out of having to bring her Pinterest ideas to life.
Kezia Gollapudi has been championing leading edge technologies at global high-tech companies for over 20 years. More recently taking a key role in amplifying data analytics and cloud, she currently drives product marketing for cloud applications at Calix.
Proven technical leader with 30+ years of expertise in driving innovation and new product launches with advanced network technologies which enable new services that establish revenue generation and produce cost reductions. Focused on maximizing value of technology, utilizing SDN automation including virtualized network platforms and cloud native ecosystems for service providers. Leverage emerging technologies to improve service performance and the customer experience. Able to attract and retain industry leading engineers, leading to successful new product launches, many of which were first in the telecommunications industry.
Robert leads the Cox access engineering team that manages the technical deployments for Cox FTTH builds for both residential and commercial customers. Robert previously led the Cox commercial services engineering that built a national Cox Business services backbone and metro access network. He started his career at BellSouth and later AT&T. He was part of the product management team that launched DSL services as well as the initial fiber-to-the-cell site builds. He is a former board member and treasurer of the Metro Ethernet Forum.
Tom Williams is Chief Technology Officer with Schurz Broadband Group. Tom began his career in the cable industry as an R&D engineer at Scientific-Atlanta developing and deploying the first digital set-top boxes. He moved into consulting with KPMG and later joined Comcast as the Regional Director of Engineering where he was first to deploy new technologies for the company including the VOD, HD-DVR, CHSI, HDTV and more. In 2006 Tom joined ARRIS as Vice President of Marketing and Business Development, where he won 2 AMY awards and implemented a company-wide brand transformation and management strategy. Tom returned to consulting, as a Managing Partner with Brightset Consulting specializing in global marketing and communications strategies for technology companies. He joined the Schurz Communications leadership team in 2016 where he drives technology strategy for the company.
Tom is a long-standing member of SCTE, CTAM, NCTC and WICT. He enjoys mentoring young people interested in technology and advanced video related careers. He has served as a Board member on the Baltimore County Technology Council and the Technology Board for the University of Maryland driving technology solutions to serve students and faculty of the college. Tom was inducted into the prestigious Cable TV Pioneers in 2019.
An active participant in his hometown of Atlanta, he enjoys coaching youth sports teams, serving on community technology boards and supporting local and military-owned business growth. Tom is a member of the American Legion and a United States Marine Corps veteran. He is a member of the Marine Corps Memorial Association that educates and connects others on the history of the Corps and the sacrifices of those who serve.
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