Rogers Communications has announced the beta launch of its ‘Rogers Live TV’ application which streams live TV channels on iPad tablet computers, allowing its pay-TV channel subscribers to view real-time broadcast programmes from anywhere in the home via Wi-Fi. The beta launch in Ontario initially offers 20 streamed iPad channels to customers of Rogers’ Hi-Speed Internet cable broadband with a ‘MyRogers’ account. The Live TV app will officially launch in early 2012, and a version for Android tablets will be available soon.
Canada’s largest mobile operator by subscribers, Rogers Communications, has decided to discontinue its ‘Portable Internet’ WiMAX wireless broadband service on 1 March 2012, to focus on its 3G and 4G cellular mobile broadband networks. According to TeleGeography’s GlobalComms Database, Portable Internet was launched in April 2006 over the Inukshuk Wireless network, a 50/50 joint venture with Bell Canada based on 2500MHz pre-WiMAX technology, which by June 2011 had coverage of 204 towns and cities and approximately 65% of the population. Rogers offers a nomadic (not mobile) broadband service over the network, especially targeting travelling users and those without access to a fixed broadband connection, although it has not revealed how many Portable Internet subscribers there are. Under a scheme sanctioned by the Canadian telecoms regulator, the Canadian Radio-television and Telecoms Commission (CRTC), both Rogers and Bell are converting the usage of their 2500MHz wireless spectrum resources from fixed (including nomadic) to full mobility.
Canadian cableco Shaw Communications has launched trial services over its new Wi-Fi internet hotspot network, initially at selected locations in Vancouver, Calgary and Edmonton, ahead of a commercial launch in spring 2012. The company says it will activate ‘hundreds’ of wireless broadband access points in the lead-up to the official launch, and ‘thousands’ of Wi-Fi zones will be enabled over the next three years, concentrating on regional markets already served by its triple-play cable network. Shaw recently abandoned plans to roll out a cellular mobile network after years of deliberation.
If the technology required to handle & deliver the calls to agents falls down on the job, when your customers finally do get through they’ve already been preconditioned with a lousy experience, and who will they take it out on?
With HeartBeat, we generates a test call, one at time around the clock to access your system to ensure they are available and more importantly working as they were intended to do, if not then we send an automated notification to alert everyone involved.
During a typical month we generate between 500,000 to 600,000 HeartBeat calls, and of these anywhere from 4% to 6% of these calls we encounter some kind of availability or performance issue. So we looked at these issues to see where they were coming from
So out of 600,000 test calls in a typical month, 12,000 are answered incorrectly, or not at all. Another 12,000 are customers being led on a wild goose chase all the way to the point of finally being able to retrieve the info they need only to find out it wasn’t actually available. And another 6,000 callers are just getting cut off – they get to start from scratch AGAIN!
So here you are a call center manager working hard to keep your people and your customers and your business units all happy. You’re up-selling and cross-selling while cutting costs & keeping attendance high & training agents to deliver the best possible customer experience, and all the while you don’t know if the technology you’re counting on to take care of your customers & offload your agents is doing its job or not. A batting average of 350 gets you noticed in the majors and 94% is probably an A when grading on a curve, but how does that rate in the contact center?!
Can you really afford 5% of your customer interactions not going as planned?
Canadian telco MTS Allstream has announced that it has chosen equipment from Ciena to upgrade its national optical fibre transmission network to support 100Gbps data transport. The Manitoba-based company said that the move was in response to customer demand for higher speed services, in particular to connect data centres and facilitate data storage replication, cloud services and other bandwidth-intensive applications.