Amplex Internet
6 Saves in 6 Weeks
An independent Ohio ISP went live with QueSee at the end of April. Just 6 weeks later, call center manager Jolene Schlaff had kept 6 subscribers from leaving, was able to cut call review from 45 minutes to five, and answered her team’s biggest question about AI.
Results at a glance
6 weeks after going live.
Subscribers saved
0
Kept from leaving in the first 6 weeks live.
Call review time
What a review takes now, down from listening to a call end to end.
Calls reviewed
0%
Every call scored against Amplex's own standards, up from a random sample.
The team
0 agents
Serving thousands of subscribers across northwest Ohio.
Call scoring
Real-time
Scored the moment a call ends, with the ones that need a manager already flagged.
Flagged calls
Coaching, not write-ups
Scores stayed off until the rules were fair, so a flag is now the start of a coaching opportunity.
At a glance
Amplex Internet
Independent ISP serving northwest Ohio since 1997.
- Service area
- Wood, Hancock, Ottawa, and Sandusky counties, Ohio
- Subscribers
- 13,000-15,000 subscribers and growing
- Network
- Fiber + fixed wireless
- Contact center
- 15 agents, 2 co-managers
- Independent since
- 1997
- QueSee live since
- Late April 2026
On Monday mornings, QueSee is one of the first things Jolene Schlaff checks.
At Amplex Internet, the advanced agents and the Tier 1s hold the support line 7 days a week, just like many ISPs nation-wide. Today, Jolene begins each day by catching up on what happened while she was away. She works through the manager escalations first, then credit requests and calls flagged for attention. Wherever something wasn’t handled the way she would have handled it, she sets it right before the week picks up - all from a single platform.
6 weeks ago, the job looked nothing like this. Amplex went live with QueSee at the end of April 2026, and in the short time since, Jolene has kept 6 subscribers from leaving - close to one a week, across a floor of 15 agents. Here is how it started.
That is the thing about me - I don’t do anything halfway.
Amplex competes against national brands on the one ground where an independent can win: how it treats people.
Amplex has been connecting northwest Ohio since 1997, running fiber and fixed wireless across Wood, Hancock, Ottawa, and Sandusky counties for thousands of subscribers, with more arriving all the time. The support floor is close-knit - 15 agents and two co-managers, Jolene and Nick Seuberling, with Jolene running the majority of the QueSee side of things. Against national carriers, that is the edge an independent has - the freedom to answer the phone like the local company it is.
No matter how big it gets, we always want to keep a local feel to this business. We always want to take care of people the best that we can. This (QueSee) gives us that opportunity.
Before QueSee, quality review at Amplex worked the way it works at most ISPs.
You pulled a call at random and listened to the whole thing - 30 minutes, sometimes 45 - and then you hoped you had landed on one that mattered.
Because Jolene sits right on the floor with her team, every so often she or Nick would overhear a call going sideways and step in. Everything else passed through the room unheard. That was never an Amplex failing; it is simply how sampling works everywhere, because no 15-agent ISP has the managers to listen to every call. And the hard part was this: the calls she most needed to hear were the ones she never knew had happened.
It is a world of difference between having to cherry-pick calls and hope that maybe you land on one - or the ones you’re missing because you’re not seeing everything.
Now every call is scored against Amplex's own standards the moment it ends, and the ones that need a human get flagged.
Now Jolene looks at the dashboard maybe ten times a day in between the gaps of everything else that fills a co-manager’s hours.
The triage takes only a moment, because she is really asking one thing of each call that surfaces: is this something she needs to handle herself, or something she can coach her CSR through? So that she and Nick never step on each other’s work, they added their own review flags - reviewing, coaching, addressed - and each can see where the other has already been. A call that once cost her the better part of an hour to make sense of, she can now read in about five minutes.
I can quickly assess the main points of a call within five minutes that I would normally spend 30, 45 minutes listening to.
The time Jolene gets back doesn’t go into reviewing more calls. It goes into something that the old workflows never left any time for - actually doing something about what she finds.
How Customer Support Works at
Amplex Internet
The team behind Amplex Internet all sit on the same floor together to provide the best customer experience to their subscribers.
Subscriber issues that need a manager review reach Jolene’s desk.
Just 6 weeks in, that loop has kept 6 subscribers from leaving.
See who’s at risk, and what to do.
One of the 6 saves started with a customer who had been fighting her internet for a long time.
She was on Amplex’s fixed wireless network, and over the spring the trees had grown back into her signal path - “bloom,” in wireless shorthand, the leafy regrowth that quietly chips away at a radio link. On top of that the customer ran her own router. One more variable nobody at Amplex could see into. Her connection kept dropping, and on her most recent call, the answer she got simply wasn’t good enough.
The call surfaced in Jolene’s queue, and she pulled up the account and went through it, in her own words, with a fine-tooth comb.
Then Amplex called the customer back - with options, not a script. They offered to look at her whole network, to put her on months of managed router service so her own hardware would stop being a question mark, and, if it came to that, to physically re-point her dish toward a different tower.
She was elated that we called back. We went over the call, gave her a deal, set her up so troubleshooting is easier - and we kept her from going to one of the big competitors in the area.
The other saves followed the same shape. An offer fitted to the problem in front of her. Wi-Fi trouble might be met with a stretch of managed router service; a billing complaint from a long-time customer, with a loyalty offer. “Whatever works for the customer and works for us at the same time,” as Jolene puts it.
The software finds the call. People decide to move a dish.
How Jolene handled implementation into Amplex's agents' workflows.
Jolene knew a new tool could create friction on the floor. She rolled out QueSee to protect her agents from a bad first impression - educating them through a soft onboarding instead of dropping it on them.
Jolene showed how the new workflows save time by filing, transcribing, and surfacing the issues that arise on the calls, while supporting the agents with sharing new opportunities to keep their subscribers happy with Amplex. Jolene also held the agent-facing scores back until the rules reflected how Amplex actually does business, so no one would be graded against a rubric that wasn’t ready yet. And when a rule does misfire, it gets fixed and the affected calls are rescored - a new feature Jolene asked QueSee to develop specifically for Amplex - so no agent is left carrying a low score they didn’t earn.
6 weeks in, the scores have settled where she believes the team truly performs, and a flagged call has become the opening of a coaching conversation rather than a write-up.
This is just to support the customers - make calls better, have more thoughtful conversations with each other about coaching. It’s a teachable moment for all of them, as well as me.
Jolene's operating philosophy costs her one hour a day: go through calls, update rules, make sure the scoring reflects reality.
Early on, QueSee flagged a customer as living outside the service area. The customer lived in Kansas - Kansas, Ohio, a town sitting squarely inside Amplex’s footprint; the system had simply been thinking of the state. Jolene fixed the rule, rescored the call, and moved on. These days QueSee will suggest changes like that on its own, once it notices the same issue cropping up across several calls - catches, she says, that she either hadn’t seen yet or hadn’t thought to make.
Just spending that little bit of time to go in and make sure QueSee knows how we’re doing business - it’s been exponential. The difference between just starting 6 weeks ago and now.
The math on that hour is short. It brought back a 45-minute review loop, surfaced 6 subscribers who were on their way out the door, and changed the shape of her day - less time spent listening and wondering, more spent deciding what Amplex could do better for the next person who calls.
What the first 6 weeks delivered
In 6 weeks with QueSee, Amplex went from reviewing a sample of its calls and customer interactions to reviewing every one of them.
This customer experience observability kept 6 subscribers from leaving Amplex, cut call review from 45 minutes to 5, and turned flagged calls into coaching opportunities instead of write-ups.
The team is the same size it was in April, on the same network - what changed is how much of it they can see, what the team spends their time on, and how quickly they can act on what they find.
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Curious what year one looks like? Read: 360 Broadband after a year of QueSee
About Amplex Internet
Amplex Internet is an independent Internet Service Provider serving homes and businesses across northwest Ohio since 1997. The company runs a fiber and fixed wireless network for thousands of subscribers, with a support team built around local, personal service.
About QueSee
QueSee is a leading Customer Experience and Retention Intelligence platform. QueSee analyzes 100% of customer interactions across calls, support tickets and CRM data, scores each one against the operator's own Standard Operating Procedures, and surfaces escalations, cancellation risk, and revenue signals in real time.