Fibernetics, Worldline’s parent company is one of the largest telecoms in the country, and its rise has both been rapid and dynamic. The reason for Fibernetics success is the ownership and management have maintained their start-up attitude that got them all going in the first place. That entrepreneurial spirit has now been formalized into a new division of the company, Fibernetics Venture Incorporated, or FVI.

An inhouse incubator for new businesses and start-ups, FVI will utilize Fibernetics talent and resources to bring promising business concepts to market much faster than they could on their own. It is also designed to expand and diversify Fibernetics Corporation’s footprint in technology-based communications.

“To all our super teammates at Fibernetics and Fibernetics Ventures, I would like to thank all of you for your dedication and hard work. I hope this is as exciting for all of you as it is for management and me.” – CEO Jody Schnarr

First up to the FVI plate: Plasticity Labs, a company that uses data analytics to measure workplace morale, announced that it has raised $2.1 million led by Fibernetics Ventures.

Fibernetics president John Stix is a champion for improving and developing workplace culture. His “I’m in!” culture initiative is changing how Fibernetics operates as a company, and having Plasticity as a tool s helping him with his mission.

From Techcrunch:

The startup’s name derives from neuroplasticity, which refers to changes in the our brains over time due to factors like our behavior and thinking.

“On a macro level, the key psychological drivers of performance are relatively similar for many individuals and organizations,” said co-founder and CMO Jennifer Moss.

“By watching and measuring these traits closely over time, we identify the patterns of sentiment that are both correlated and causal to the performance of organizations (sales, net promoter score, productivity, sick days, truancy). We learn the nuances specific to industry verticals, demographics, or market segments, and then tune predictions accordingly, it is very much like stock analytics that investors use to backwards model and de-risk financial investments.”

Then Plasticity takes data models and uses them to develop training programs that “reinforce the psychological traits most common of happy, high performing individuals.”

Full Techcrunch article

Plasticity is a perfect fit for Fibernetics as we are striving to be the most customer centric Telco in the country. Plasticity helps Worldline’s customer service team be even more happy on the job, and in turn increase their engagement. The result is a better customer experience which is what makes Worldline different. We’re on a mission to provide the best Telecom experience in Canada .

Congratulation to Plastiticy on their exciting announcement, and thanks for helping us become all we can be.

The Superhero Summer Savings we rolled out in early June has been, well, super.

New customers flooding in. New staff joining our team to handle them all.  Sales doubling month over month, it’s been crazy. Crazy great! But all good things must come to an end, and as of August 31st, the Superhero Summer Savings promotion is over. (Sigh).

And that means one thing. Time is a wasting. If you haven’t signed up yet you still can! Call your friends, call your family, because for a  limited time only, you can save like never before. For over ten years Worldline has prided itself on providing our customers with the best value in Unlimited High Speed Internet and Digital Home Phone in the country.

That tradition will always continue – but this Superhero Summer Savings campaign? It’s something else – but only for a few days more!

 Superhero Summer Savings 

Best part of being a Revenue Assurance Specialist? You get to work with Carolyn!

Our favourite way to describe Worldline is “disruptive”. We like to shake things up in the Canadian telecommunications industry principally by not being like the the Big Three. Unlike them, we’re not in the cash grabbing game. Instead we strive every day to provide our customers with the fairest prices and best service we possibly can provide.

We’re all in this together, and that is why the No.1 best sales and marketing method we have are our customers recommendations. They like letting their friends and family know what a good deal they are getting, with Worldline.

Because of that we work very hard at being as good to our customers as they are to us. A big part of that is helping them manage their Worldline account, and that’s what a Revenue Assurance Specialist does.

Customer experience

At Fibernetics, our purpose is to deliver happiness and connections every day by being awesome.  We are inviting an awesome Revenue Assurance Specialist to join our Customer Experience team to contribute to delivering happiness and connections every day.  The unique tasks that you will take pride in accomplishing are listed below.

Ways you contribute

• You’ll be responsible for interacting with customers on various topics like billing, payments, collections and account maintenance
• You’ll contribute to a positive customer experience throughout a customer’s lifecycle for residential services
• You’ll contribute to on-going improvements that will impact customer experience across organizational boundaries which could include Product Management, Operations, Development, Marketing, Support and Logistics
• You’ll liaison for banks in regards to charge backs, bank reversals and payments
• You’ll handle any escalated customer billing inquiries
• You’ll accept and record payments, and process refund cheques
• You’ll primarily interact with customers via telephone and email, but will be responsible for any walk-in customers that need assistance
• You’ll strive to deliver the best experience possible for all customers by building open honest relationships with customer and teammates

What makes you awesome

• You are a natural at communicating with others, with a high level of compassion and understanding
• You can work with minimal supervision
• You have telecom industry knowledge
• You have a strength when it comes to numbers, with interests in math and finance
• You pay attention to the smallest details and have excellent organizational skills
• Your Post Secondary Education is an asset
• You have 3+ years experience in a customer facing role
• You enjoy solving problems

Write to careers@fibernetics.ca to let us know how you can contribute, what makes you awesome and why you want to be “in”.  We look forward to hearing from you!

Harris & Samih – Part of our Tech Team

Worldline has, what we humbly consider, the best tech support team in the business. Working out of our Cambridge, Ontario head office, this group of folks work 7 days a week to ensure that our customers are receiving the service they are paying for.

Besides solving their service issues, talking to our customers on a daily basis has given them a working knowledge of common problems that annoy the modern day Internet user.

To help out even more, they put together a number of Worldline Tech Tips that we’ll publish here, add to our Worldline Support Centre and post on places like Twitter and Facebook as well.

Here, by the way is the #1 tip that they give everyone whenever there is an issue:

“If you feel your internet is slow or has lost it’s connection, try a quick and simple restart of your modem before reaching out to support. Since your modem is an electronic device which is often left running for weeks or months at a time, sometimes simply unplugging it from the power source is all it takes to clear up your issue.”

You probably knew that one, but how about this?

“Wireless connections work on frequency bands called channels. If you find your WiFi connection is slow or drops out then it could be that the channel you are using is being used by too many other nearby wireless networks, or is being interfered with by other electronic devices such as microwaves. Worldline support can help you change your wireless channel which may help improve wireless performance if channel interference is the culprit of your problems. Interested in seeing what wireless channels are most occupied around your home? You can use a WIFI Analyzer app on your smartphone or tablet to find out what channels are most occupied in your area and we can set your modem to use one of the less occupied ones for best performance.”

We’ll keep them coming, but if you have any questions you need answered now, please call Worldline Customer Support. It’s a knowledge base packed with a whole bunch of good stuff like that.