David Byrd : Byrd's Eye View
David Byrd
Chief Marketing Officer for ANPI

Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

Full Story »

How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

Full Story »

The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

Full Story »

Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

Full Story »

HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

Full Story »

Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

Full Story »

Gone, Gone, Gone

January 27, 2012

In the month of January Broadvox lost two very good people from Sales and Marketing. While no one person is ever critical to the success of a business, losing good people can be expensive. In addition to the easily measured costs associated with salaries, bonuses and benefits there are other reasons to work very hard to reduce undesired attrition. Consider these less discussed costs:
  • Time spent researching resumes
  • The effort to contact candidates (email, phone, other)
  • Scheduling and conducting interviews
  • Company and industry knowledge lost
  • Time to get up to speed

Other factors such as search fees, impact on the organization, and expenses to relocate key employees can add thousands of dollars to the replacement cost.

Play Fair and Share

January 25, 2012

One of the early lessons we learn as children is to play fair and share with others. For most of my life this was a useful phrase. However, with the advent of the Internet and the ability to share copyrighted content with anyone connected to the net, sharing has become a major issue. When I first learned of the Stop Online Piracy Act (SOPA) and the Protect IP Act (PIPA), I knew I would be opposed to their provisions.

How do You Iron Chef?

January 23, 2012

This past weekend was very interesting as I did a home work assignment for one of my wife’s students. Gay teaches at a small college in Dallas that has a culinary school. One of the tests is to look at a list of ingredients and put together an appetizer and main course. The student, having read a few of my Monday blogs, asked me to work with a flat iron steak and puff pastry for an appetizer and rabbit as a main course.

Punting can be Good

January 13, 2012

Wednesday when I used the word “punt” to describe the option of moving to a fully managed solution, I expected a few comments but surprisingly received very few. So, without being pushed I’ll explain why punting is a good thing. Most people consider punting a play that is called after the offense has failed but consider this it is also used to improve your field position. Selecting a fully managed or hosted solution does the same thing.

To Purchase, Subscribe or Punt

January 11, 2012

I filled out a questionnaire last week that had as a question the supposition that PBXs were going the way of the dodo bird. Cloud computing and hosted communications are viewed as making hardware purchases extinct. I do not hold that outlook. Broadvox has a major business segment that is focused on offering hosted communications.

Braciole, Not Always Italian

January 9, 2012

We ordered Thai food for dinner Friday (soup and two entrées). It was very good. Saturday we decided to eat the leftover Thai (it was really good). So, Sunday was my only day of cooking.

Why Perform Customer Analytics?

January 6, 2012

The 80:20 rule is more than a common concept. It is formally known as the Pareto principle.  An Italian economist, Vilfredo Pareto, developed the principle by observing that 20% of the pea pods in his garden contained 80% of the peas. He applied this observation to land ownership and in 1906 found that 80% of the land in Italy was owned by 20% of the people.

A Refreshing Bit of News

January 4, 2012

Happy New Year! My goodness but it feels like it has been weeks since I wrote this blog. Yet, I find myself wondering how to start off 2012. Although, it is a Wednesday, I do think I should share a little bit about my food adventures the last week of the year.

Ten Wonderful More Days

December 21, 2011

This is my last blog of the year and rather than throw more statistics at you I decided to offer some end of year thoughts. I considered writing about the benefits of working from home, or the growth experienced by MagicJack, or the end of the merger of AT&T and T-Mobile, but none of them seem to be year ending types of stories. Instead, I will offer some brief musings.

Broadvox began the year by acquiring Cypress Communications and ended the year integrating most of its organizational business units.

Forecasting Chicken, Steak and Fairness

December 19, 2011

Last week was an exploration of chicken. I purchased three chicken breasts and decided to create a different chicken dish for three consecutive nights (all three breasts were brined for 24 hours in water, salt and lemon juice, rinsed and returned to the refrigerator). The first night was a stuffed on the bone chicken breast. The stuffing consisted of sautéed chopped trumpet mushrooms and garlic which was added to a mixture of lebni, chopped spinach, chopped slivered almonds, marjoram, parmesan cheese, salt and pepper.
Featured Events