Case Study: Comcast reduces support calls and boosts employee NPS with Medallia Agent Connect

Comcast improves support call reduction by 14% with Medallia Agent Connect

Comcast, a major telecommunications provider, faced the challenge of focusing its 91,000 employees on customer experience and empowering them to drive meaningful change. To address this, the company partnered with the vendor Medallia and implemented its Experience Cloud platform.

The solution from Medallia involved deploying a Net Promoter System to capture and analyze customer and employee feedback in real time. This data was distributed via role-based dashboards and used in regular team huddles to drive action. As a result, Comcast achieved a 20-point increase in employee Net Promoter Score and saw a 14% reduction in support calls within the first month, which translated to millions of fewer calls and a positive ROI on their Medallia investment in just one month.

Comcast