TMC and SupportSoft to Present Webinar entitled 'Keeping a Lid on Broadband Customer Service Costs'

TMCnet News

 

Greg Galitzine, group editorial director for TMC's IP Communications properties, will be teaming up with Thomas MacEachern, senior product manager, digital service provider, for SupportSoft, to present a Webinar entitled “Keeping a Lid on Broadband Customer Service Costs” at 2 p.m. (EST), Wednesday, Sept. 20, 2006.

Apart from investment in network infrastructure, customer service support costs are the single largest operational expense for service providers. As providers increasingly roll out triple and quadruple play services, customer support is becoming increasingly complicated – and costly.

During the Webinar, Galitzine and MacEachern will look at the various ways carriers can automate the broadband customer service experience, including the installation of triple play services, remote configuration and firmware updates of home CPE, as well as options for enhanced customer self-service and assisted service that can remotely diagnose problems and automatically resolve them.


Participants will learn how to reduce customer service costs, automate triple play installation and ongoing customer support, and remotely manage and update home gateway devices.

The first 50 people to register for the event will receive a copy of the N.Y. Times bestseller “The Long Tail: Why the Future of Business Is Selling Less of More,” by Chris Anderson. (Registrants must also attend the event to be eligible to receive this offer.)

MacEachern is responsible for the coordination and management of WAN products for DSL and cable service providers. He previously worked as director of product management for Core Networks Inc., driving development of platforms, last-mile configurations, and management and monitoring products for CPE. He holds a master’s degree in information science from Dalhousie University and is pursuing a master’s certificate in PMI project management methodologies.

Galitzine is group editorial director for TMC's IP Communications properties, which include INTERNET TELEPHONY magazine, SIP magazine, and IMS magazine, as well as the Web site TMCnet. He is also responsible for creating the conference program at the semiannual INTERNET TELEPHONY Conference & EXPO, an industry leading conference, as well as creating the conference program for the inaugural VoIP Developer (News - Alert) Conference. Prior to the launch of INTERNET TELEPHONY in 1998, Galitzine was managing editor at CTI magazine and chief copy editor at NASA Tech Briefs.

The event is being sponsored by SupportSoft and TMC.