Xfinity Product
A security feature designed to protect home internet and connected devices from online threats.
What is Xfinity Shield
This mobile plan feature allows customers to use their devices in more than 215 international destinations.
What is international talk, text, and data?
A term used on this team to ensure that we set the customer up for success?
What is teach your customers how to fish.
The pilot allowing members and customers in select areas to receive eligible Xfinity Mobile devices through free Same-day delivery
What is Xfinity Mobile Same day delivery
This team member was an extra in the movie transformers
Who is Melvin
Designed to deliver fast, reliable internet, broad WiFi coverage, hotspot access, cybersecurity protection, and support for multiple connected devices
What is Xfinity internet
What are the new XM tiers called?
What is Mobile Plus and Mobile Select.
The best way to increase both AICR and customer satisfaction is to do this.
What is resolve the customer's issue.
What goal was removed from the agent's scorecard so that they can focus on the customer's experience and reduce repeat calls.
What is our growth metric
GSR and XMSR
This team member loves being outside gardening and playing in the dirt
Who is Vicky
Designed to combine 5G service with Xfinity WiFi hotspots to improve coverage, lower costs, and provide seamless connectivity on mobile devices.
What is Xfinity Mobile
These devices can be added to eligible Xfinity Mobile plans for additional connectivity
What are smartwatches and tablets?
A great summary should include what 4 things?
What is
Review the reason for the call along with the resolution.
Check for the customer's understanding of the resolution and what the next steps are.
Offer additional assistance outside of what they called for.
Review self-help options especially as it relates to the reason for the call
What NPS elevation was just recently implemented giving our employees access to exclusive experiences, everyday perks, and special discounts.
What is Xfinity Membership for comcast employees
This team member married their blind date
Who is April
Designed to enhance reliability, coverage, backup connectivity, and device capacity with advanced gateways and WiFi extenders.
What is Xfinity Pro
50 GB mobile hotspot usage at 5G speeds, after which they’ll have unlimited mobile hotspot usage at 3G speeds.
What is mobile plus
Agents should explain what customers can expect after the call, including timelines, appointments, or equipment deliveries. This is called setting these.
What are setting clear expectations
This will automatically transfer to the customer new account when the transfer of service order is created
What is Xfinity IDs
This team member plays the steel drums
Who is Erika
Designed to give customers video monitoring, camera AI, smart devices, alerts, and remote home management through the Xfinity app
What is Xfinity Smart home
Customers will receive a native mobile device number (MDN) to ensure they maintain service while their number is being ported.
What is Xfinity Mobile New Line Activation process
What 3 tools should be used on every interaction to reduce the chance of a customer calling back
What are
MFV
ITG
Celestial / Einstein resource
Moved from a broad 2-hour window to an estimate arrival time
What is tech enroute SMS
This team member drove their car 275,249 miles which is the farther than the distance from earth to the moon 238.855
Who is Dan