>> I'm Tina Waters, and I'm Senior Vice President of human performance
for our national customer operations, here at Comcast.
And what that means is I head up human resources for our call centers, our technicians,
our customer facing employees, and we have about I'd say 50,00 or so, between the agents,
the technicians, and their leadership.
And I'm responsible for strategy development and implementation for employee selection,
employee retention, employee development, and any other kind
of associated employee experience tactics.
Human performance is about understanding what are some of the key elements,
the key drivers to get the best performance out of individuals
so they deliver a superior customer experience.
So you need to look at things like where are you finding your employees, and once you find them,
what are you doing to screen out the best ones, or to get the best ones?
And then once you get them, what are you doing to ensure that you're developing them,
so they continue to grow with the business.
And once you get them what do, how do you reward them to make sure
that they feel well compensated and recognized for their performance.
And, basically make sure that your very clear about what their jobs are so their clear
about what they need to do on a daily basis, so again,
they can deliver on the customer experience, so that's what it means broadly.