Comcast — Social Media Command Center

The Setup

Comcast was building a new Social Media Command Center at its Philadelphia headquarters. It’s a room where technicians and operations specialists monitor Comcast’s social presence around the clock and protect its sentiment nationwide. A room like that lives or dies on what everyone in it can see at once. When an outage hits Chicago or a billing issue starts trending, the whole team needs to spot it, understand it and act on it together, in seconds.

What I Led

I led the design of the command center’s video wall, the shared surface the whole operation runs on. That covered deciding what earns a place on the wall, how information is ranked by importance, and how the wall connects to the consoles and mobile tools each operator works from.

What We Delivered

We designed and built a 5×2 video wall of 90″ LCD displays. It’s an ultra-high-definition canvas where key status indicators and controls stay clear from anywhere in the room and can be shared by several supervisors and operators at once.

On that canvas runs a live picture of Comcast’s customer care. At the center is a national map of planned, unplanned and possible events. On either side are service levels for call center and chat, social volume and sentiment, and a live feed of what customers are saying. A rolling timeline shows how each event is growing or easing.

The same system extends to operator consoles and mobile devices. Anything that surfaces on the wall can be opened, assigned and answered from a desk or a phone. That turned the wall from a display into the place where the whole team works from the same view.