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| Peter Radizeski of RAD-INFO, Inc. talking telecom, Cloud, VoIP, CLEC, and The Channel.

customer service tag

Drill down on customer service search:

25 result(s) displayed for customer service (1 - 25 of 43):

Tidbits #2441

Here are some interesting stories. The US presidential election is finally over. So is IPv4! GTT is buying Hibernia Networks for $590 million (mostly cash). Hibernia adds sub-sea assets to GTT's Tier 1 global network. This move also adds...

Is UCaaS Growing?

The latest financials came out in the last week. Let's examine if UCaaS is growing. RingCentral Office annualized exit recurring software subscriptions (ARR) grew 39% year-over-year to $316.8 million. RC says they are growing margins and revenue, while also...

Cable Customer Service Examined

Comcast and its cable brethren already have a bad customer service reputation. In fact, Congess held hearings with cable execs! What did they find? Cable is over-charging customers and training agents to avoid accepting cancellations (following the AOL procedural...

Follow the Money

Where is the investment money going? Did you see that Apple had a revenue problem? Not as many iPhones are selling. "Benedict Evans (@benedictevans) says the mobile wave, which is split between mobile phones (voice/SMS) and smartphones, is coming...

The Gist of ITEXPO

ITEXPO just ended in Fort Lauderdale, where it was for quite a few years. (The Miami Beach Convention Center is being renovated.) Here are a few things I saw at ITEXPO: SD-WAN is a better term than SDN (software...

Is Mobile the Answer for UC?

I moderated a session at ITEXPO West on profitability for VoIP Providers. Mind you, one panelist was Voxvalley who is a mobile app provider for ITSPs, but it seems that everyone thinks the only way to make money in...

2 Ways to Increase Your Revenue

In this slide-deck, slide 6 shows that they biggest reason businesses lose customers is due to neglect. That means that your company became a line item for payment on an invoice or credit card and at some point the...

The WalMart Effect on the Duopoly

As pricing on bandwidth declines, it is having a ripple effect on the whole system. Bandwidth prices have been in decline but the last couple of years the megabits per dollar has really dropped. The more you buy -...

Customer Experience is the Next Level

Saw this today from Evan Kirstel: "Accenture and Alcatel-Lucent Helping Telefonica Enhance Experience For Consumers in Europe and Latin America". The strategic partnership between Accenture and ALU combines the PS of the consulting firm with the hardware of ALU....

A Clean Sheet of Paper

The new year is like a clean sheet of paper. The above Calvin & Hobbes cartoon talks about how a blanket of snow makes everything new again. January 2nd is like that as well. (No idea why you have...

Comcast Merger Will Pressure CLECs

The CLEC industry has a few problems: TDM-to-IP Transition USF Reform (E-Rate, ETC) Consolidation Special Access Pricing The biggest problem by far is the Comcast-TWC merger. It will replace 2 large MSOs (Comcast + TWC) with 2 much larger...

Invisible is Good Design

The whole idea of being a technology provider is that you make the technology invisible to the customer. They just have the user or customer experience. Take that one step further: if you are a technology provider sales professional,...

The Next Step in UCaaS

The numbers are in - Infonetics: PBX market down 6%, Unified Communications up 31% from year ago - Hosted PBX or UCaaS is growing. Well, sure, from zero to a couple of hundred million in ten years. Yet we...

The Customer is Always Right

Seth Godin reminded me this morning that the customer is always right - or he won't be a customer for long. This comes at a good time, because a recent conference call about latency on a Layer 2 private...

Many Moves

Softbank is ready to announce that it is merging with T-Mobile. It seems that Softbank CEO, which owns most of Sprint, went around the FCC by buying the German parent company. CP is reporting that "SoftBank, Sprint's majority owner,...

No More Paying For Attention

The overall view of the Hosted VoIP industry is not unlike the aspirin aisle at the supermarket: lots of choices that all seem the same. [see photo below] How do you get the attention of the channel partner or...

What to Do About Dipping revenue and Profits?

These headlines are worrisome. Weaker-Than-Expected Channel Sales Impact CenturyLink tw telecom Revenue Grows, Profit Dips Windstream Profit Falls 22%, Business-Service Revenue Up Revenue is up, profit is down. But for others revenue is down. AT&T revenue is down 1.4...

Fill 'Er Up

Many business models are at odds with the customer wishes. Airlines want full planes. Customers don't want to be sardines and have bags checked for them.Consumers hope that not everyone is using the Internet at 8 PM. The ISPs need...

Strategic Thinking Necessary for SPs

Strategic Thinking is needed for service providers to get through the upheaval of the next couple of years. The last couple of years have been all belt tightening and cost cutting -- to the point that service delivery, sales and...

3 Lessons From Radio Shack

Before a plane ride, if I am out of books to read, I run to B&N. The last two trips have been a waste of time. One trip the sales clerk asked me what I was looking for, but they...

Verbal One Year Contracts

ATT has verbal one year contracts available. New service ordered within a few minutes for clients via an Authorized Solution Provider (agent). [This has to be for really simple stuff like POTS and DSL.]However, ATT doesn't send any TAC (terms)...

Why We Don't Have Customer Service

Bank analyst Dick Bove adds, "What my Wells Fargo experience suggests is that a successful bank is one that keeps seeking new customers and selling them more products and not getting bogged down by offering service. Second, it may be...

Bad News

I read all of HUgh Macleod's new book, Freedom is Blogging in Your Underwear [AFFIL], on the flight to Atlanta to speak at the ISP-CLEC show here. It certainly got me thinking. Bad news..... new marketing is just the same...

No Special Sauce

There is no special sauce.Everyone has the same technology (or will 5 minutes after you market yours).It was never about the technology.It has always been about the Customer Experience!(What do you think churn is all about? They don't like you...

Enchanting Keynote at Parallels Summit 2012

Guy Kawasaki was the keynote yesterday morning for the Parallels Summit 2012 in Orlando. (Vodka bar was open at 8:20 AM!) Guy talked about the key points from his book,Enchantment .One is You Must be Likable. Richard Branson of...
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