Ethernet cards for PCs are inexpensive and omnipresent. A new technology, EtherRing, allows for Ethernet-based data transmissions to occur over unlimited distances. As its name suggests, EtherRing is a way of transporting Ethernet in its native mode over a ring architecture. New enhancements to EtherRing, such as Virtual LAN, will make it suited for the IP-based multicasting applications being developed for deployment on cable TV networks, said Coden. A deeper knowledge base and relationship management are two key components to a successful customer care program in today's highly competitive, and interactive environment, said customer care experts at Expo's Excellence Through Customer Service session.
Consultative care reflects a corporate policy.
The knowledge base among technicians, installers and CSRs needs to grow. Relationship management, Hanson added, focuses on consistent care and the tracking of all customer interactions, while keeping a knowledge base of the customer. Doug Nolan, of TCI of Santa Cruz, earned the gold in the overall category. Fla. Two of TCI's local Denver crew won the silver and bronze for their overall efforts. Tom Lockwood took home the silver, and Eric Drugan donned a bronze medal.