Amanda Halvorson discusses proactive outage communication at RTIME 2026
Panel will examine how broadband providers reduce customer frustration and maintain trust, sharing practical insights from real-world experience
- Speakers: Amanda Halvorson, senior director of business development for CTO strategy and solutions at Adtran; Brandon Johnson, VP of sales at GoCare; Jason Smith, COO at ETC Communications
- Topics: From frustration to first-class customer service: Mastering broadband outage communication
- When: Tuesday, February 24, 10 a.m. EST
- Where: RTIME 2026 (Executive Track), Walt Disney World Dolphin Hotel, Orlando, Florida, USA https://www.ntca.org/learn/events/rtime
Broadband outages are an unavoidable part of network operations, but how they are communicated can significantly shape the customer experience. When communication is unclear or delayed, call volumes rise, trust can erode and operational teams are forced into reactive response. Strengthening outage communication is increasingly recognized as a core element of delivering reliable, customer-focused broadband services.
In this session, Amanda Halvorson joins Brandon Johnson and Jason Smith to share practical approaches to proactive outage communication based on real-world provider experience. The discussion will cover strategies for keeping customers informed, reducing inbound support demand and improving cross-functional coordination, helping operators maintain confidence and service quality even during disruptions.