Posts Tagged ‘Reliability’

To Power off….or not?

Power management of electronic equipment grows increasingly complex in today’s world.  Certainly, consumers are concerned about energy costs, and there is increasing concern from a public policy standpoint over carbon-based energy production and its potential impact on the environment.

Regardless of the reason, it is a fact that electronic equipment generally is quite energy efficient these days, but some is better than others.  There are a number of design criteria for an engineer to consider:

1)  What is the overall wattage consumption when fully on versus a potential sleep mode?

2)  Does sleep mode, if applicable, have other benefits vs. turning the equipment completely off?

3)  What is the convenience factor associated with effective power management if any?

4)  What are the power management factors that contribute to product longevity?

Why the concentration on “sleep mode”?  The fact is that most electronic equipment doesn’t really like an initial power surge coursing through its semiconductors like some unbridled testosterone rush.  Most of us are aware of sleep modes on computers (particularly laptops), and perhaps displays, but in fact most electronic equipment is designed this way these days, including televisions (both CRT and flat panel), sound equipment, DVR’s, and logic processors of all kinds, whether they are in refrigerators, microwaves, hard drives, phones, etc.  Soft power switches are the norm now rather than the exception.

There are several good reasons for designs of this type:

Longevity–electronic circuitry that is “always on”, even at a significantly reduced power level, has been shown to last longer and retain its operating characteristics more consistently over the life of the device when compared with designs that use a “hard power” approach.

Convenience–in many designs, the time interval from “sleep” to “full on” is much less than from “off” to “on”–most of us have experienced that with our computers, but it really applies to other devices as well.

Less Energy Usage–wouldn’t any device with a hard power switch save energy in the long run?  Not necessarily.  Most devices which carry the coveted Energy Star® rating are usually soft switch designs, integrating intelligent power management that doesn’t depend on our “remembering to turn it on or off”.

A couple of general recommendations:

If you are using a power strip as an on/off switch for televisions, computers, cable modems, EMTA, sound equipment, DVR, etc., DON’T–All of that careful circuit saving power engineering is bypassed when you use this “sledgehammer on a thumbtack” approach.  And while I agree this is relatively convenient, it just generally isn’t the best thing for your equipment or your power bill.  Don’t “power down hard” (power strip, pulling the plug, etc.) any electronic equipment unless other circumstances force the issue.  (An intense lightning storm raging outside IS a good reason).

That said, if your computer locks up for example, many times the only way to “get it back” is with a hard reboot/hard power reset.  Most circuitry with built in logic is the same way, whether in a DVR or a clock radio.  If there is a need to “reset” that logic, because of soft power engineering, many times pushing the power button will be inadequate for this task, and the “plug must be pulled”.  Again, use this option with caution, but be aware that this will reset most electronic logic that has lost its way for whatever reason.  If you find yourself doing this all the time with the same component, service is probably going to be required on the device.

May the road rise up to meet you, and your logic devices never stray from their design criteria!

Until next time….

For Your Convenience…

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 our customers.

There are policies and procedures that need to be followed by everyone in the company and there is still an escalation chain. Not to say that everything can be resolved by one of our Escalation representatives but most issues can. Give them a chance and you may be surprised how quickly any question you may have is answered.

We want to know what’s right for you

   Have you ever been sold something you really didn’t need? Or find out after you bought the item that you really couldn’t afford it but was told that you “had” to have it? Well, you won’t have those problems here at WOW!.

  The WOW! Sales staff understands that not ever customer’s needs are the same. They also understand that the economy has not been the best lately, as well. The WOW! sale staffs are not only trained on the product knowledge but also how to “Right-Size” the customer to what they need. If you are only using the High Speed Data for checking your email, you probably do not need the fastest speed of service. Or if your idea of watching TV consists of the local channels, then a premium package may not be for you.

  When you call in to order new service, or change your existing service, let the sale staff know what your needs are and they will make sure that services you buy are the “Right-Size” for you. A salesperson is available 24 hours a day, 7 days a week, by calling: 866-496-9669

A Day in the Life of a WOW! Resource Management Specialist

Ron Perry

Ron - Resource Management Specialist

Today’s “ Day in the Life” , is one that I have always admired. I will not say that I am saving the best for last but if there is any department that does so much and is never noticed by the customer it is the : Resource Management Specialist.  Below is just a few of the tasks they are responsible for: 

 • Analyzes, identifies, recommends and communicates staffing adjustments in order to achieve service level goals.
• Monitors all telephony and server systems within the Call Center.
• Analyzes the performance of the real-time management system to ensure the implementation of process improvements.
• Forecasts real-time requirements and communicates change requirements to the external sites for compliance.
• Publishes work schedules, assigns meetings and training, and manages special project allocation.
• Gathers data, performs needs assessment, defines user requirements and develops specifications for real-time management system.
• Monitors a multiple call center environment, making appropriate recommendations to the Network Operations Center management staff regarding potential problems and proposed solutions.
• Assists front-line supervisors and provides limited desk-top support when necessary.
• Simulates different scenarios and proposes contingency plans for unexpected events.  Invokes emergency plans as necessary.
• Performs reporting for management regarding call volume drivers that impact all call center locations.
• Performs other duties and special projects, as assigned by the Senior Manager – Resource Management.

Ron, one of our Resource Management Specialist, took a few minutes away from his extremely busy schedule, to answer a few questions for me regarding his job duties:
•         Tell me what a typical day in the life of WOW! Resource management is like?

Ron – On a daily basis our team monitors the activities of agents across three sites, balancing their off phone functions with on phone time.  We work on any outages that may occur to get messages up for our customers, so they are aware of what might be happening in their area.  We also work with agents and supervisors to ensure everyone’s scheduled times are correct.  This is how we assist our HR group with payroll.  On the forecasting side, we schedule all team meetings/training sessions/off phone project time for our agents.  There are also several planned and Ad Hoc reports we are asked to run so our management group can better assess how WOW is performing.
       Throughout the day we handle calls to help with troubleshooting, questions, and other issues.  We manage this along with the other duties we have to keep our agents focused on helping WOW’s customers. 

•         What are the tools you have available to do your job?

Ron  – We use Avaya software to view all our queues in all sites, and each agent at all sites so we can monitor usage.  We also use Verint software to manage our agents scheduling and time off, as well as forecasting call volume for each site.  We use Excel a lot for many reports to track daily, weekly, and monthly data.  We have several tools that have been built by our IT team for our team to use through Java/HTML also.

•         What’s the most rewarding part of your job?

Ron - I take pride in knowing that agents, supervisors, and even managers and our directors can come to Resource Management when they have any issues or questions, and they have confidence we will give them the proper assistance.  In many cases Resource Management is the front line of contact with issues.  It is rewarding to know that people see us as a group open to come to, and that we resolve issues promptly.

•         What training do you have to go through to do your job?

Ron – Resource Management’s training is very much On-the-job.  There is about a six month learning curve to get to know all the applications and comfortably manage every aspect of the job.  And honestly, you never stop learning in this group.  The one constant is change, so Resource Management is always adjusting its processes.
•         What is the highest number of customer service agents you observe during a typical day and where are they located? 

Ron - During the week we can manage 300+ agents through the day, and even 200+ at the higher intervals through the day.  We have three call centers and our Colorado Springs site takes approximately 50% while our Hamilton, AL and Longview, TX sites share the other 50%.  This includes the Colorado Springs location handling 90%+ all new sales calls, and nearly 90% of all sales calls total.

I cannot say enough about these individuals and the job they do on a daily basis. To think there are only about three individuals doing all of this and they never miss a beat. To all of the Resource Management staff “Thank you for all you do!!!”

Keeping your service running

The majority of scheduled maintenance (routinely scheduled maintenance that ensures the service is working correctly on a regular basis) work is performed between 1am and 5am local time. This timeframe is used because it impacts the least amount of customers that have WOW! service. Preventive maintenanace (routine repair and replacement of parts) work is also performed at night Monday through Thursday. This time is used due to the low usage of Internet and Voice. Video has low usage during these hours but our VideoOnDemand product tends to have a higher usage. Because of this, we schedule maintenance for VideoOnDemand at 5am local time. Whenever maintenance is performed that will affect a large group of customers or a community for more the 15 minutes, we will deliver bulletins to the affected WOW! customers  via computers within 48 hours of the scheduled work. We will also post this information on the Network Status page of the WOW! Customer Home Page.  Just log in at:  http://portal.wowway.net/