Archive for February, 2010

Waiting on Call Waiting

Call waiting, it’s only one feature amongst many, and it’s an important one.  You gave us lots of feedback and we  responded.  Many of you have been “waiting on” having an option to turn off call waiting and now you’ve got it.  So, take a moment and think about how you utilize  your WOW! Phone service and decide if turning  off call waiting is something you need to do.  Here’s a few things for you to consider:

  • Some people want to talk with their friends and families without having to worry about missing an important phone call because the line is in use while others would prefer not to be interrupted.  
  • Some people use one of their WOW! Phone lines as a dedicated fax line in a home office and want to turn off call waiting because it has the potential to  interfere with fax transmission and reception.
  • Some people work from home taking inbound calls and their companies require the call waiting feature to be disabled because it could interfere with call routing and tracking functions.

These are a few reasons why people would want to disable the call waiting feature and I’m sure there’s more.  If you can think of some more reasons that you’d like to share with us, please respond to this blog. Call waiting is not a customer activated feature, so if you want to disable it, you will need to call us and speak to one of our customer care representatives who will be happy to assist you.  Our toll free number is 1-866-496-9669.  We’ll be waiting for your call.

This Call May Be Recorded for Quality Assurance

Is there any company in the world that’s serious about customer care that doesn’t record calls?  Probably not.  It’s a pretty standard practice.  Do you ever wonder if we actually listen to these calls, just as a matter of routine?  Well the truth is, we do.  For quality assurance?  Yes, we do.  For other reasons? Maybe.

Recorded calls are a very important part of  our quality program and I wonder how we ever got along without them before.  Yes, I’ve been around WOW! long enough to remember the times when we monitored calls “live”  by logging into the phone line and having to “catch” the representative at the start of the call.   Not an easy or convenient task, for sure.   We’ve come a long way since then.

 In the course of our work in quality assurance, we use recorded calls to learn how our representatives are performing.  We listen to calls, evaluate them, and provide positive and critical  feedback to representatives.   As you can imagine, positive feedback is always a joy to deliver while providing critical feedback is not as joyful,  but is necessary for improvement.  The recorded call is the most important quality assurance tool we have, but it’s also much more.  

For those of us who don’t have the priviledge of directly interacting with customers all day long, we would be missing out in a big way if we weren’t listening to calls.  We ‘d miss out learning that we like to share the weather, our geographies, and our mutual interest in certain sports teams.  Sometimes though, customers share more than small talk with us and the stories and situations are touching and personal.   So, while we are in the business of keeping people connected to the world, via phone, internet, and cable, we recognize through these life stories, that we are not only providing a connection but we have become a connection.  Being able to tune into and witness that personal connection makes the recorded call much more purposeful than simply being a function of quality assurance.  The bank of recorded calls is a storehouse full of personal connection treasures, a place where we can, in many ways, really get to know our customers.

3D Video–The next big thing?

Over Christmas vacation, the “guys” (my three sons, one son-in-law, and myself) ventured forth to see Avatar in 3D at our local theatre.  It was an amazing experience.  The film was beautifully done–an artistic achievement in its own right.

I got sick.

The added reality of the 3D experience grabbed my viscera and would not let go, wringing and writhing said body parts unmercifully.  My oldest son (also of weak abdominal constitution) had the same experience, while the younger men enjoyed the show without ill effect.

I have to admit, though, that the 3D experience was a rush (maybe a poor choice of words under the circumstances)–very visually interesting and definitely adding a dimension of reality/surreality to the experience.  The chase sequences (both in machines and on the backs of creatures) dragged my whole body along with the characters’ movement.

Because of the financial and artistic success of this film, buzz around 3D has been huge in the video business as of late.  At the 2010 CES show, a number of manufacturers demonstrated televisions touting 3D capability.  Most of these sets require special glasses with active electronics which effectively allow only one eye to see at a time (called “shutter glasses” by some), synchronizing what each eye sees to the screen displayed at that moment, alternating rapidly between eyes/screens and forcing the brain to extrapolate a 3D picture from the visual information provided to each eye.

There are also at least two potential TV systems under development that use “passive” glasses to generate the 3D image in the brain.  LG and Philips are working on technology that does not require any special glasses to create a 3D image, but this technology isn’t expected to be commercially viable until very late next year, with actual set introductions expected mid-to-late 2012.

I admit that based on my limited experience with 3D, I’m not sure I would enjoy the experience in every case.  Nor am I crazy about being tethered to the television with electronic glasses, no matter how comfortable or well designed.  I would expect that the personal electronics part of the equation will simplify over time (wireless connectivity to the set, etc.), but if technology can be brought to bear with a reasonable price tag that doesn’t require glasses or other devices, that would get my vote.

At all events, WOW! would like to hear from you regarding this technology.  Do you personally plan to buy 3D capable sets  in the short term?  Long term?  Why or why not?  While a small company, we do have relationships with content providers and can, to a certain extent at least, influence their future content development based on the feedback from our customers.

Over the course of time,  I will delve into the various technology developments happening in this space, as it appears there will be several viable approaches to this application.  As in the recent past, I would expect the FCC and standards committees generally to take a laissez-faire approach to this technology, which simply means that there will be technology winners and losers, at least to some extent.  And, as yet, it isn’t absolutely certain that the market will embrace 3DTV in any of its iterations–3D in some form or another has been around for many years, and has the had the earmarks of “flash in the pan” syndrome with past deployments.  Assuming that consumer demand sticks this time around, we will try and provide useful and timely information to help make those purchasing decisions.  And yes, the Pepto will be optional…

The WWIW Movement

Our Dispatch Department started a WWIW initiative in spring of 2009. The acronym stands for ‘What Would I Want’ and speaks to the importance of giving others what you would want for yourself. Of course this logic is useful in your personal life but we thought it might also have a profoundly positive impact on how we interact with our customers, our co-workers and in how handle our business in general.

Our Vice President, Luci Kasiorek founded the idea last year when hit with the epiphany that at the end of the day what matters most are the relationships we build. Whether they are personal or professional, our bonds are what keep us together or break us apart. She thought about how she could infuse that mindset in our department to inspire everyone to provide experiences internally and externally that create bonds and alliances. She knew a huge part of WWIW being successful depended on individual acceptance of its value and their commitment to taking a hard look at themselves to improve their opportunity areas.

The program was rolled out to Dispatch in a series of small group meetings conducted by Luci or myself. We outlined the direction we wanted to take and how important it was to our customers, our department and our business. At the end of every presentation each individual was tasked with submitting 3 personal growth commitments and assigned an accountability buddy to insure their focus. Everyone was also given a WWIW bracelet to wear as a constant reminder that we must give what we hope to receive.

The program has been very successful and received great responses from our team. We also shared this idea with our Telephony Operations group and they are now part of the WWIW movement. In Dispatch to date we have seen a 53% (over 300 compliments) increase in kudos within our team.

WWIW pic

A One Stop Shop For Your Winter Olympic Viewing

Ray talked about an exciting viewing opportunity that is available to WOW! subscribers through the NBC Olympics website back in his January 29th post .  The Olympics have so many events yet there are never enough hours in a day to watch it all.  My favorite Winter Olympic sports are Figure Skating, Snowboarding and Speed Skating.  I really try my best to be able to watch them but sometimes that isn’t the case such as this past weekend.

This past weekend I was very busy and it was one of those rare times that I forgot to set my DVR.  I remembered that Ray had posted about how to view past events through the NBC Olympics website and decided to give it a shot.  I went to the Video tab on the homepage and clicked on the “Live and Full Replays” tab.  When I clicked on the tab, this is what I saw:

Winter Olympics Sign Up

All I had to do was select my provider from the drop down box, which is WOW!  You have to scroll to the end of the list to find us.  After I did that, a pop up window asking me for my WOW! login information.  Once I did that and it was confirmed, I had access to all the exclusive content.

Winter Olympics 2

Now that I am registered, I can go back and watch previous events such as the Women’s USA Hockey  team who defeated China, 12-1 this morning.  I saw some great highlights  before heading out the door and definitely want to watch the entire game later on tonight. 

In addition to being able to view prior events, I can also set alerts to remind me of live events that will be available through their website.  The sports that are available on live stream are Hockey and Curling.  I also like that I can bookmark that specific page so I don’t see the results ahead of time.

I think this is a great opportunity that our subscribers (Full Basic and Digital Cable customers) can take advantage of and am extremely happy that we can provide this type of experience.