Comcast Case Study: Technology as an Enabler for a Company-wide New Hire Experience

28 Oct 2010

Topics: Program Design & Delivery

Overview

Comcast, having grown by acquisition, had many versions of call center new hire training. Comcast’s Customer Service New Hire Experience was developed to create a program that will, when completely rolled out, provide a consistent experience for all call center employees, while enabling local customization where needed. The New Hire Experience uses a sophisticated learning platform that enables facilitators to work with new hires in a variety of different ways. The new program also requires that learning professionals undergo their own extensive training to become certified facilitators. Early returns are extremely positive, with improvements in key measures such as first call resolution and customer service.

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