About Cabling Installation & Maintenance

Our mission: Bringing practical business and technical intelligence to today's structured cabling professionals

For more than 30 years, Cabling Installation & Maintenance has provided useful, practical information to professionals responsible for the specification, design, installation and management of structured cabling systems serving enterprise, data center and other environments. These professionals are challenged to stay informed of constantly evolving standards, system-design and installation approaches, product and system capabilities, technologies, as well as applications that rely on high-performance structured cabling systems. Our editors synthesize these complex issues into multiple information products. This portfolio of information products provides concrete detail that improves the efficiency of day-to-day operations, and equips cabling professionals with the perspective that enables strategic planning for networks’ optimum long-term performance.

Throughout our annual magazine, weekly email newsletters and 24/7/365 website, Cabling Installation & Maintenance digs into the essential topics our audience focuses on.

  • Design, Installation and Testing: We explain the bottom-up design of cabling systems, from case histories of actual projects to solutions for specific problems or aspects of the design process. We also look at specific installations using a case-history approach to highlight challenging problems, solutions and unique features. Additionally, we examine evolving test-and-measurement technologies and techniques designed to address the standards-governed and practical-use performance requirements of cabling systems.
  • Technology: We evaluate product innovations and technology trends as they impact a particular product class through interviews with manufacturers, installers and users, as well as contributed articles from subject-matter experts.
  • Data Center: Cabling Installation & Maintenance takes an in-depth look at design and installation workmanship issues as well as the unique technology being deployed specifically for data centers.
  • Physical Security: Focusing on the areas in which security and IT—and the infrastructure for both—interlock and overlap, we pay specific attention to Internet Protocol’s influence over the development of security applications.
  • Standards: Tracking the activities of North American and international standards-making organizations, we provide updates on specifications that are in-progress, looking forward to how they will affect cabling-system design and installation. We also produce articles explaining the practical aspects of designing and installing cabling systems in accordance with the specifications of established standards.

Cabling Installation & Maintenance is published by Endeavor Business Media, a division of EndeavorB2B.

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Editorial

Patrick McLaughlin

Serena Aburahma

Advertising and Sponsorship Sales

Peter Fretty - Vice President, Market Leader

Tim Carli - Business Development Manager

Brayden Hudspeth - Sales Development Representative

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Frontier Saved Customers a Collective 50 Years of Time on the Phone in 2023

Reduced customer service calls by over 2 million while expanding its customer base

Frontier (NASDAQ: FYBR):

What we did: Frontier (NASDAQ: FYBR) reduced more than 2 million customer service phone calls by improving operations and launching new digital, self-service tools. We did this while expanding our customer base, and in the process became the industry leader in fiber broadband customer satisfaction during 2023, as measured by published NPS data.

What it means: Frontier customers now have a collective 50 years of extra time to do things they’d rather be doing and are overall more satisfied with our customer service. As a result, we’re spending less time talking to people on the phone and spending more time improving other aspects of our service.

How we did it: We tracked why people were calling us, then created better, faster ways to get answers and assistance. This meant working across every department in the organization and picking off the issues one by one.

What people were calling about: We analyzed hundreds of thousands of calls to understand why people were calling and used that information to improve our customer service. A few examples:

Question:

Solution:

“Where’s my tech?”

Launched “Where’s my tech” tracker on website and mobile app.

“Why did my bill change?”

Added conversational AI-chatbot to assist with billing questions.

“Hey, there’s an outage.”

Sent text alerts that automatically let customers know when service will be restored.

Handy quote: “Nobody wakes up in the morning wanting to call their telecom provider. If you want customers to be happy, it’s important to understand why people are calling,” said Charlon McIntosh, Chief Customer Operations Officer. “Every day, we analyze our customer calls, identify routine issues and eliminate reasons people have to call altogether. Our progress is reflected in last year’s results – calls down by 2 million and huge gains in customer satisfaction. We have carried this momentum into 2024.”

About Frontier

Frontier (NASDAQ: FYBR) is the largest pure-play fiber provider in the U.S. Driven by our purpose, Building Gigabit America®, we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. For more information, visit www.frontier.com.

“Nobody wakes up in the morning wanting to call their telecom provider. If you want customers to be happy, it’s important to understand why people are calling."

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