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8 Core KPIs for ISP Support and How to Track Them

8 core KPIs for ISP support and how to track them

For any support team at an internet service provider (ISP), the primary goal is to help customers with their technical problems. But as with any goal, there needs to be a measurable way to track your progress from day to day.

That’s where key performance indicators (KPIs) come in handy. They help transform subjective goals like helping customers into trackable goals with measurable results, so you can see exactly how your team is performing every day.

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Aureon launches new 616 Data Center downtown, serving local businesses, telecommunications providers

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Aureon launches new 616 Data Center downtown, serving local businesses, telecommunications providers

By Sarah Bogaards | Staff Writer

Business services provider Aureon hosted tours last week of its new 616 Data Center located in downtown Des Moines during a launch event.

It looks like a standard office building on the outside, but it’s built to withstand up to an EF3 tornado and workers inside were undisturbed when the 2020 derecho tore through Iowa.




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Iowa Communications Alliance Congratulates 2021-2022 Leadership Academy Graduates

During its Annual Meeting & Expo held in Des Moines March 28-30, 2022, the Iowa Communications Alliance (ICA) recognized 12 members for successfully completing the ICA Leadership Academy.  The 2021-2022 Leadership Academy graduates include:

  • Marcie Boerner, Webster-Calhoun Cooperative Telephone Association
  • Brittany Bonnicksen, Iowa Communications Alliance
  • Ray Fear, Farmtel Communications
  • Jeremy Gugel, Kalona Cooperative Technology Association
  • Andrea Hansen, Butler-Bremer Communications
  • Steve Hanson, Northeast Iowa Telephone Company
  • Lisa Koerselman, Premier Communications
  • Mary Phillips, Minerva Valley Companies
  • Dominic Schnell, Northwest Communications
  • Kayla Sperfslage, Cascade Communications Company
  • Angie Thompson, Winnebago Cooperative Telecom Association
  • Matt Tippett, Mahaska Communication Group

These individuals were selected through a competitive application process to participate in the ICA Leadership Academy.  The program is designed for those who desire to further their personal leadership skills and prepare themselves to take the next step into a leadership role with their company or the Iowa Communications Alliance.  Through the Leadership Academy, participants meet several times between October and March and participate in workshops, networking events, and service opportunities.   Topics covered through the Leadership Academy include personality traits and profiles, human resources basics, building successful teams, public speaking, strategic thinking, and time management.  Participants are also introduced to leadership opportunities within the ICA by sitting in on committee meetings and board meetings. 

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Marcie Boerner Elected President of Iowa Communication Alliance

Marcie Boerner Elected President of Iowa Communication Alliance

Marcie Boerner, COO of Webster-Calhoun Cooperative Telephone Association, has been elected to serve as Board President of the Iowa Communications Alliance (ICA).

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Hosted Switching with Aureon

Ransomware Actors Shifting Away From Big-game Hunting to Smaller Targets: Coveware

Ransomware Actors Shifting Away From Big-game Hunting to Smaller Targets: Coveware Ransomware actors shifted to more “mid-game hunting” in the third quarter (Q3) of 2021, resulting in fewer large ransom payments and more lower payments made by middle-market organizations, according to recent data from Coveware, an incident response and ransomware negotiation firm.

The average ransom payment amount stayed around the same level between the second quarter (Q2) and Q3 at $139,739, but the median amount jumped over 50% to $71,674, the firm reports. Both statistics are down significantly from the first quarter (Q1) of 2021.

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Mitigate Risk with a Multi-layered Managed Services Strategy

Mitigate Risk with a Multi-layered Managed Services Strategy
See why there is a growing need to build a comprehensive managed services and cybersecurity strategy. 

In today’s escalating threat environment, the single-layer cybersecurity defense approach is no longer good enough. Holistic strategies are key when it comes to comprehensively protecting your data, infrastructure, and customers.

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Wireless Access: Fixed! Unleashing Gigabit Coverage for All

Wireless Access: Fixed! Unleashing Gigabit Coverage for All
Fiber is being deployed everywhere and is the future-proof solution on everyone’s mind. Large public investments are being driven by initiatives like the Rural Digital Opportunity Fund (RDOF) and the European Electronics Communications Code (EECC), and private equity investments. The shared goal remains access to fiber and gigabit services.

Yet, actual implementations of fiber-to-the-home (FTTH) in rural areas and dense urban locations prove difficult. Taking fiber to rural communities costs a tremendous amount for little return in terms of average revenue per user. Urban areas suffer from physical obstacles such as roadways, rivers, or railroads, adding cost to an already expensive proposition. In addition, labor shortages and supply chain issues have led to a market ripe with demand but short on supply.

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Cloud Security and Managed Services: Finding the Right Fit

Cloud Security and Managed Services: Finding the Right Fit

2020’s global pandemic changed the face of society as we know it. Faced with unprecedented challenges, many people were able to adapt their daily lives to remote communication and documentation methods, be it for business or simply to keep tabs on the family. Thankfully technology has advanced enough to allow businesses to continue operating remotely through the use of the cloud. Businesses are now trending toward continued remote working options for many of their workers, which will require the expanded use of cloud networks. Expanded use of cloud networks will require increased security and management for all business data stored in the cloud.

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Defend Against Ransomware Attacks with Aureon's ProCare

Defend Against Ransomware Attacks with ProCare

ProCare offers different tiers of protection depending on your organizational needs.

Ransomware is a type of malware, or malicious software, that threatens to publish the victim’s data or block access to it until they pay a ransom. Ransomware attacks may target individuals or organizations. These types of cybersecurity attacks are on the rise around the world.

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Maximize tax savings this year and in the future

It will take planning to maximize tax savings this year and in the future–

Over the past few years, your tax bill has been affected by many law changes.  These changes can be somewhat confusing at times, but opportunity and the increased importance of year-round tax planning come with the changes.

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House Ways and Means Committee Proposed Tax Changes

House Ways and Means Committee Proposed Tax Changes from Olsen Thielen CPAs

Watch this update from Olsen Thielen CPA's on the House Ways and Means Proposed Tax Changes. Click to watch the video here

 

The 4 hidden costs of poor customer experience for ISPs

The 4 hidden costs of poor customer experience for ISPs

Written by: RouteThis - Erin Penney 
Original Blogpost Link

Every internet service provider (ISP) knows the importance of customer experience. It’s the measure of how happy your customers are with your company and your service. And it defines your overall success.


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NISC CyberSense Tool Kit

The FREE NISC CyberSense tool kit includes animations, social media content, and print marketing materials to spread cybersecurity awareness and safety.

85% of all organizations have been hit by a phishing attack at least once. (Source: Security Boulevard)

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Iowa Communication Alliance’s (ICA) Providers Score Big Grant Awards to Expand Broadband Service

Iowa Communication Alliance’s (ICA) Providers Score Big Grant Awards to Expand Broadband Service

In response to the Iowa Legislature’s allocation of $100 million to expand broadband service in Iowa, the Office of Chief Information Officer (OCIO) announced grant award winners on Tuesday.

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How to Identify Your IT Maturity Level

How to Identify Your IT Maturity Level

Taking the time to identify your organization's IT maturity level can help increase operational efficiencies and pave the way for long-term success.

There’s never a bad time to assess your company’s IT infrastructure. Whether your business is relatively new or an industry leader, taking the time to identify your organization’s IT maturity level can help increase operational efficiencies and pave the way for long-term success.

An IT maturity model provides a benchmark for evaluating your organization’s technological capabilities. It is an effective tool to help determine where you are and where you want to be.

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Reassigned Numbers Database reporting for Small Voice Service Providers

Reassigned Numbers Database reporting for Small Voice Service Providers

Staring by October 15, 2021 small voice service providers (with 100,000 or fewer subscriber lines) must begin reporting permanently disconnected telephone numbers to the Reassigned Numbers Database.  These small service providers are required to start tracking and maintain records for any permanently disconnected telephone number starting January 27, 2021 and must be reported by the initial filing that is due by October 15, 2021.

The FCC issued the Reassigned Numbers Database Order on December 13, 2018 and published the announcement of OMB approval on June 26, 2020.  Service providers with more 100,000 subscriber lines had to start maintaining records for any permanently disconnected telephone numbers beginning July 27, 2020 and start reporting permanently disconnected telephone numbers to the Reassigned Numbers Database by April 15, 2021.

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Unified Communications: A Better Way to Work From Anywhere

Unified Communications: A Better Way to Work From Anywhere

Communication is central to your success, regardless of how you choose to work.

The COVID-19 pandemic has caused organizations to rethink how they do business. During the height of outbreaks in the U.S., many teams switched to remote work. Some businesses thrived, while others realized they lacked the right tools and technology to remain productive.

Now businesses are considering how they will work moving forward. Some are opting to return to in-office work, while others are planning to offer remote or hybrid schedules. No matter which route your business takes, communication is central to your success. Now is the perfect time to reassess your existing communications technology and determine what is or isn’t working.

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With Cybercrime on the Rise, Investing in Your Organization’s Cybersecurity is More Important Than Ever

With Cybercrime on the Rise, Investing in Your Organization’s Cybersecurity is More Important Than Ever

Learn how managed IT services and security best practices shield your business from cybersecurity threats

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BKD Rural Telecommunications Benchmark Study Results for 2020

BKD Rural Telecommunications Benchmark Study Results for 2020
Authors: Marty Fredericks Matthew Macdonald

Companies Electing ACAM Show Immediate Returns

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