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Comcast, the biggest U.S. cable company, has had some well-publicized customer-service incidents in recent years: the YouTube video of a technician asleep on a customer's couch and the ComcastMustDie.com Web site stand out among them.
Company executives recognized improving Comcast 's image and reality was a priority, and three years ago began a series of initiatives that continue today.
One was deploying new software--"Grand Slam"--that gave customer-service agents and field technicians the ability to recognize and diagnose problems in every device in the customer's home. The software also lets technicians and customer-care agents determine whether the problem is isolated to one customer …