Every company has a buffer between the customer and management. This is not to make matters worse, it is typically in place to better help the customer. At WOW!, we empower our Escalation Line personnel to take care of just about any need of the customer, as if they were the supervisor or manager. These individuals go through an extensive training program which they are coached on: Active listening, Empathy and Negotiations as well as a series of general communications skills.The individuals you would be speaking to are hand picked, from upper management, because of their all around abilities to help ... » Read more
High Dynamic Range Video: Part 2
Last week we discussed briefly the production of still photographs in high dynamic range. Just recently, there has been some activity in doing ultra high fidelity video, using all the pieces of hi-def, plus increasing dynamic range and color bit depth. Whether these technologies will make it into our living rooms in the near future is anybody's guess, but they probably will see some type of implementation in the long term. The upside we've already covered a bit in last week's post. Moving video to a dynamic range that more closely resembles what the eye is capable of perceiving is a ... » Read more
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A Word from Our CEO
This week, WOW!'s CEO Colleen Abdoulah posted an article on our employee blog. It tells the story of what makes WOW! unique and I thought I would share pieces of it with our community visitors. As a Company, we speak about our core values - Respect, Integrity, Accountability and Servanthood. We talk about Leading with Courage, Serving with Heart and Celebrating with Grace. We try to influence, but really have no control the attitudes or the 'mindset' of an employee. Colleen starts her article this way: "As you know, mindset simply refers to a person’s outlook – their attitude, approach, or way of thinking. During these times, we know ... » Read more
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Dancing with the Stars Cast Announcement During The Bachelor Pad?
I understand the whole idea of cross-promotion for networks - Get your viewership numbers up for the night by getting viewers from a highly popular show to watch for your big cast announcement. But, really ABC, why would you try to force me to watch the Bachelor Pad just so I can find out who's the next cast of Dancing with the Stars. There has been enough speculation going around about who's on the show as is - with an even bigger focus on reality TV stars. Didn't Kate Gosselin teach you anything? On top of reality stars, now we ... » Read more
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Blackouts Revisted
In checking the WOW! internal customer service announcement page (the main place our customer service reps go to regularly for helpful information) for a good educational topic to blog about, a blackout announcement was right there on top. There's a blurb about the Cleveland Indians game with the Chicago White Sox on WGN on August 30th and it occurs to me that football season is upon us. Oh wait a minute while I google it. It's baseball, not football. Sorry, I'm not a professional sports fan although I do have a special place in my heart for the Colorado Rockies and notice, as I was googling about the other teams, that the Rockies ... » Read more
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