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These excerpts taken from the MCCC 10-K filed Mar 16, 2009. Customer
Care
Providing superior customer care contributes to customer
satisfaction and customer retention and increases the
penetration of our advanced services.
Contact
Centers
Our customer care group has several contact centers which are
staffed with dedicated customer service and technical support
representatives that respond to customer inquiries on all of our
products and services. Qualified representatives are available
24 hours a day, seven days a week to assist our customers.
We have deployed a virtual contact center technology that helps
our customer care group to function as a single, unified call
center and allows us to effectively manage and leverage
resources and reduce answer times through call-routing in a
seamless manner. A web-based service platform called
“e-Care”
is available to our customers allowing them to order products
via the Internet, manage their payments and receive general
technical support and self-help tools to help troubleshoot
technical difficulties.
Table of Contents
Network
Management and Field Operations
Our principal focus is effective, real-time network management.
We have a centralized operations center whose personnel monitors
the health and reliability of our network, using several network
and service monitoring solutions to ensure reliability and
performance of our product and services.
Our workflow management system for field technicians promotes
on-time customer appointments and first call resolution to avoid
repeat service trips and customer dissatisfaction. Field
activity is scheduled, routed and accounted for seamlessly,
including automated appointment confirmations, along with real
time remote technician dispatching and service provisioning.
Technicians have web-based, hand-held tools to determine
real-time quality of service at customers’ homes, allowing
us to effectively install new services and efficiently resolve
customer-reported issues.
Customer
Care
Providing superior customer care contributes to customer
satisfaction and customer retention and increases the
penetration of our advanced services.
Contact
Centers
Our customer care group has several contact centers which are
staffed with dedicated customer service and technical support
representatives that respond to customer inquiries on all of our
products and services. Qualified representatives are available
24 hours a day, seven days a week to assist our customers.
We have deployed a virtual contact center technology that helps
our customer care group to function as a single, unified call
center and allows us to effectively manage and leverage
resources and reduce answer times through call-routing in a
seamless manner. A web-based service platform called
“e-Care”
is available to our customers allowing them to order products
via the Internet, manage their payments and receive general
technical support and self-help tools to help troubleshoot
technical difficulties.
Table of Contents
Network
Management and Field Operations
Our principal focus is effective, real-time network management.
We have a centralized operations center whose personnel monitors
the health and reliability of our network, using several network
and service monitoring solutions to ensure reliability and
performance of our product and services.
Our workflow management system for field technicians promotes
on-time customer appointments and first call resolution to avoid
repeat service trips and customer dissatisfaction. Field
activity is scheduled, routed and accounted for seamlessly,
including automated appointment confirmations, along with real
time remote technician dispatching and service provisioning.
Technicians have web-based, hand-held tools to determine
real-time quality of service at customers’ homes, allowing
us to effectively install new services and efficiently resolve
customer-reported issues.
Customer
Care
Providing superior customer care contributes to customer
satisfaction and customer retention and increases the
penetration of our advanced services.
Contact
Centers
Our customer care group has several contact centers which are
staffed with dedicated customer service and technical support
representatives that respond to customer inquiries on all of our
products and services. Qualified representatives are available
24 hours a day, seven days a week to assist our customers.
We have deployed a virtual contact center technology that helps
our customer care group to function as a single, unified call
center and allows us to effectively manage and leverage
resources and reduce answer times through call-routing in a
seamless manner. A web-based service platform called
“e-Care”
is available to our customers allowing them to order products
via the Internet, manage their payments and receive general
technical support and self-help tools to help troubleshoot
technical difficulties.
Table of Contents
Network
Management and Field Operations
Our principal focus is effective, real-time network management.
We have a centralized operations center whose personnel monitors
the health and reliability of our network, using several network
and service monitoring solutions to ensure reliability and
performance of our product and services.
Our workflow management system for field technicians promotes
on-time customer appointments and first call resolution to avoid
repeat service trips and customer dissatisfaction. Field
activity is scheduled, routed and accounted for seamlessly,
including automated appointment confirmations, along with real
time remote technician dispatching and service provisioning.
Technicians have web-based, hand-held tools to determine
real-time quality of service at customers’ homes, allowing
us to effectively install new services and efficiently resolve
customer-reported issues.
Customer
Care
Providing superior customer care contributes to customer
satisfaction and customer retention and increases the
penetration of our advanced services.
Contact
Centers
Our customer care group has several contact centers which are
staffed with dedicated customer service and technical support
representatives that respond to customer inquiries on all of our
products and services. Qualified representatives are available
24 hours a day, seven days a week to assist our customers.
We have deployed a virtual contact center technology that helps
our customer care group to function as a single, unified call
center and allows us to effectively manage and leverage
resources and reduce answer times through call-routing in a
seamless manner. A web-based service platform called
“e-Care”
is available to our customers allowing them to order products
via the Internet, manage their payments and receive general
technical support and self-help tools to help troubleshoot
technical difficulties.
Table of Contents
Network
Management and Field Operations
Our principal focus is effective, real-time network management.
We have a centralized operations center whose personnel monitors
the health and reliability of our network, using several network
and service monitoring solutions to ensure reliability and
performance of our product and services.
Our workflow management system for field technicians promotes
on-time customer appointments and first call resolution to avoid
repeat service trips and customer dissatisfaction. Field
activity is scheduled, routed and accounted for seamlessly,
including automated appointment confirmations, along with real
time remote technician dispatching and service provisioning.
Technicians have web-based, hand-held tools to determine
real-time quality of service at customers’ homes, allowing
us to effectively install new services and efficiently resolve
customer-reported issues.
Customer Care Providing superior customer care contributes to customer satisfaction and customer retention and increases the penetration of our advanced services. Contact Centers Our customer care group has several contact centers which are staffed with dedicated customer service and technical support representatives that respond to customer inquiries on all of our products and services. Qualified representatives are available 24 hours a day, seven days a week to assist our customers. We have deployed a virtual contact center technology that helps our customer care group to function as a single, unified call center and allows us to effectively manage and leverage resources and reduce answer times through call-routing in a seamless manner. A web-based service platform called “e-Care” is available to our customers allowing them to order products via the Internet, manage their payments and receive general technical support and self-help tools to help troubleshoot technical difficulties.
Table of ContentsNetwork Management and Field Operations Our principal focus is effective, real-time network management. We have a centralized operations center whose personnel monitors the health and reliability of our network, using several network and service monitoring solutions to ensure reliability and performance of our product and services. Our workflow management system for field technicians promotes on-time customer appointments and first call resolution to avoid repeat service trips and customer dissatisfaction. Field activity is scheduled, routed and accounted for seamlessly, including automated appointment confirmations, along with real time remote technician dispatching and service provisioning. Technicians have web-based, hand-held tools to determine real-time quality of service at customers’ homes, allowing us to effectively install new services and efficiently resolve customer-reported issues. Customer Care Providing superior customer care contributes to customer satisfaction and customer retention and increases the penetration of our advanced services. Contact Centers Our customer care group has several contact centers which are staffed with dedicated customer service and technical support representatives that respond to customer inquiries on all of our products and services. Qualified representatives are available 24 hours a day, seven days a week to assist our customers. We have deployed a virtual contact center technology that helps our customer care group to function as a single, unified call center and allows us to effectively manage and leverage resources and reduce answer times through call-routing in a seamless manner. A web-based service platform called “e-Care” is available to our customers allowing them to order products via the Internet, manage their payments and receive general technical support and self-help tools to help troubleshoot technical difficulties.
Table of ContentsNetwork Management and Field Operations Our principal focus is effective, real-time network management. We have a centralized operations center whose personnel monitors the health and reliability of our network, using several network and service monitoring solutions to ensure reliability and performance of our product and services. Our workflow management system for field technicians promotes on-time customer appointments and first call resolution to avoid repeat service trips and customer dissatisfaction. Field activity is scheduled, routed and accounted for seamlessly, including automated appointment confirmations, along with real time remote technician dispatching and service provisioning. Technicians have web-based, hand-held tools to determine real-time quality of service at customers’ homes, allowing us to effectively install new services and efficiently resolve customer-reported issues. Customer Care Providing superior customer care contributes to customer satisfaction and customer retention and increases the penetration of our advanced services. Contact Centers Our customer care group has several contact centers which are staffed with dedicated customer service and technical support representatives that respond to customer inquiries on all of our products and services. Qualified representatives are available 24 hours a day, seven days a week to assist our customers. We have deployed a virtual contact center technology that helps our customer care group to function as a single, unified call center and allows us to effectively manage and leverage resources and reduce answer times through call-routing in a seamless manner. A web-based service platform called “e-Care” is available to our customers allowing them to order products via the Internet, manage their payments and receive general technical support and self-help tools to help troubleshoot technical difficulties.
Table of ContentsNetwork Management and Field Operations Our principal focus is effective, real-time network management. We have a centralized operations center whose personnel monitors the health and reliability of our network, using several network and service monitoring solutions to ensure reliability and performance of our product and services. Our workflow management system for field technicians promotes on-time customer appointments and first call resolution to avoid repeat service trips and customer dissatisfaction. Field activity is scheduled, routed and accounted for seamlessly, including automated appointment confirmations, along with real time remote technician dispatching and service provisioning. Technicians have web-based, hand-held tools to determine real-time quality of service at customers’ homes, allowing us to effectively install new services and efficiently resolve customer-reported issues. Customer Care Providing superior customer care contributes to customer satisfaction and customer retention and increases the penetration of our advanced services. Contact Centers Our customer care group has several contact centers which are staffed with dedicated customer service and technical support representatives that respond to customer inquiries on all of our products and services. Qualified representatives are available 24 hours a day, seven days a week to assist our customers. We have deployed a virtual contact center technology that helps our customer care group to function as a single, unified call center and allows us to effectively manage and leverage resources and reduce answer times through call-routing in a seamless manner. A web-based service platform called “e-Care” is available to our customers allowing them to order products via the Internet, manage their payments and receive general technical support and self-help tools to help troubleshoot technical difficulties.
Table of ContentsNetwork Management and Field Operations Our principal focus is effective, real-time network management. We have a centralized operations center whose personnel monitors the health and reliability of our network, using several network and service monitoring solutions to ensure reliability and performance of our product and services. Our workflow management system for field technicians promotes on-time customer appointments and first call resolution to avoid repeat service trips and customer dissatisfaction. Field activity is scheduled, routed and accounted for seamlessly, including automated appointment confirmations, along with real time remote technician dispatching and service provisioning. Technicians have web-based, hand-held tools to determine real-time quality of service at customers’ homes, allowing us to effectively install new services and efficiently resolve customer-reported issues. These excerpts taken from the MCCC 10-K filed Mar 14, 2008. Customer
Care
Providing superior customer care helps us to improve customer
satisfaction, reduce churn and increase the penetration of
advanced services. In an increasingly competitive environment,
the strategic importance of customer service enhancement is
becoming more of a factor in growing our customer base, and we
will continue to invest in new technologies and the hiring and
training of our workforce.
We have several virtual contact centers, staffed with dedicated
customer service and technical support representatives, that are
available to respond to customer inquiries on all of our
products and services, 24 hours a day, seven days a week.
This virtual structure helps our customer care group to function
as a single, unified call center and allows us to effectively
manage and leverage resources, reduce answer times to customer
calls through call-routing and operate in a more cost-efficient
manner.
We benefit from locally-based service technicians who use a
mobile field workforce management tool, whereby their work is
scheduled and routed more efficiently, work status is accounted
for seamlessly and HSD and phone products are provisioned with
hand held units. This management tool gives us the ability to
schedule and manage resources in an optimal fashion for both
customer satisfaction and cost control purposes. In 2008, we
plan to expand the capabilities of our web-based customer
service platform,
e-Care, by
allowing customers to order products via the Internet, in
addition to managing their payments.
Table of Contents
Customer Care Providing superior customer care helps us to improve customer satisfaction, reduce churn and increase the penetration of advanced services. In an increasingly competitive environment, the strategic importance of customer service enhancement is becoming more of a factor in growing our customer base, and we will continue to invest in new technologies and the hiring and training of our workforce. We have several virtual contact centers, staffed with dedicated customer service and technical support representatives, that are available to respond to customer inquiries on all of our products and services, 24 hours a day, seven days a week. This virtual structure helps our customer care group to function as a single, unified call center and allows us to effectively manage and leverage resources, reduce answer times to customer calls through call-routing and operate in a more cost-efficient manner. We benefit from locally-based service technicians who use a mobile field workforce management tool, whereby their work is scheduled and routed more efficiently, work status is accounted for seamlessly and HSD and phone products are provisioned with hand held units. This management tool gives us the ability to schedule and manage resources in an optimal fashion for both customer satisfaction and cost control purposes. In 2008, we plan to expand the capabilities of our web-based customer service platform, e-Care, by allowing customers to order products via the Internet, in addition to managing their payments.
Table of ContentsThis excerpt taken from the MCCC 10-K filed Mar 8, 2007. Customer
Care
Providing superior customer care can help us to improve customer
satisfaction, reduce churn and increase the penetration of
advanced services. In an increasingly competitive environment,
we clearly understand the strategic importance of customer
service enhancement and continue to invest in both the hiring
and training of our workforce and technologies that will enhance
the customer experience.
Three regional virtual contact centers, staffed with dedicated
customer service and technical support representatives, are
available to respond to customer inquiries on all product lines,
including high-speed data and phone, 24 hours a day, seven
days a week. This regional structure allows us to effectively
manage and leverage resources, reduce answer times to customer
calls through call-routing, and operate in a more cost-efficient
manner.
We benefit from locally-based service technicians who are given
incentives to promote additional services to customers. In 2006,
we launched a mobile field workforce management tool, whereby
field technicians’ work is scheduled and routed more
efficiently, work status is accounted for seamlessly, and HSD
and phone products are provisioned with hand held units. We have
also designed and developed a scheduling management tool for
call center operations that is planned for full deployment in
early 2007. This will give us the ability to schedule and manage
resources in an optimal fashion for both customer satisfaction
and cost control purposes. We are also expanding the
capabilities of our web-based customer service platform,
e-Care, to
allow customers to order products via the Internet, in addition
to managing their payments.
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