Incognito Insights

Customer Service and Retention

Customer Service and Retention have a significant effect on subscriber churn rates
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Enhancing Customer Care, Part 1: The Customer Lifecycle

The readers of this blog already know that customer care is a malleable and ever-evolving concept, prone to major differences from one region to the next, and even from one ...
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How Can You Eliminate the Swivel Chair Effect?

Slow, swivel-chair service fulfillment based on siloed data — it’s a nightmare for rolling out new services quickly and can lead to order fall-out, which frustrates your ...
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Service Order Management - Part 6: Automation

Operators can reduce the complexity of order management processes with an automated solution
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Service Order Management - Part 5: Error Handling

At this point, our subscriber’s services are up and running, but in order to protect business processes and minimize potential disruption to the subscriber’s experience, there ...
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Service Order Management - Installation and Activation Validation

Installation An installation engineer may be required to do a device installation for any new subscriber. Installation will generally be a manual process but can go one of two ...
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Incognito's Ronan Bracken Helps Win TM Forum Prize

The “Water Saver” team was the only team made up of members that had never met before, but that didn’t stop the team from winning three prizes! Two prizes for the best use of ...
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Service Order Management - Resource Allocation and Service Activation

Resource Allocation Some service types require equipment or some other allocated resource, e.g. a phone number. They also need to be managed so that if we need to activate a ...
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Service Order Management - Capturing and Validating The Order

Order Capture To capture an order, we need to capture the subscriber details and their product choices. Subscriber information is extremely valuable when growing a business, as ...
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How Much are You Losing to Internal Fraud?

Major fraud types and estimated cost to industry* • Abuse of network, device, or configuration weakness – $2.5B USD • Dealer fraud – $3.4B USD • Network/IT abuse – $5.2B USD • ...
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