How Comcast Transformed Their Contact Centers
63% of people view quick issue resolution as the most important element of a good experience. But how do you do that consistently when you have more than 130,000 employees, handling over 1 million phone calls and 70,000 truck rolls daily?
Learn how Comcast saw improvements in customer and employee engagement that led to a positive ROI. Download the webinar recording to listen to Graham Tutton, Vice President of Customer Insights at Comcast, and Belinda Simmons, Contact Center Solutions Principal at Medallia, discuss:
- How to influence employee behavior and create a customer-centric culture
- How to empower the frontline to take ownership of issues
- How to demystify the “black hole” by collaborating across the organization