Con Edison Embraces Immersive Training to Speed CSR Preparation, Realize Cost Savings

Con Edison Embraces Immersive Training to Speed CSR Preparation

In 2019, the Customer Experience Center at Con Edison created the Immersive Training program to revolutionize training for customer service representatives. New CSRs are immediately immersed in the contact center culture by attending six weeks of training in contact centers alongside tenured CSRs, allowing them to immediately apply and build on learnings.

This immersive learning technique has resulted in an eight-week reduction in training time and significant cross-organizational savings as the Learning Center, where classes were previously held, is now able to reallocate teachers, facilities and other resources for different purposes. These combined productivity gains contribute to $300,000 of annual savings for the Customer Experience Center. 

This utility is taking home Gold in Chartwell’s Best Practices Awards for the Contact Center category.  


Speaker: Laurie Busacca, Section Manager, Con Edison 

Laurie Busacca is the Section Manager of the Central Customer Experience Day Center at Consolidated Edison of New York, Inc., one of the world’s largest energy delivery companies.  Laurie leads and motivates 175 union and management employees to ensure that 16 million customer callers a year receive a low-effort, high customer-satisfaction experience. Laurie is a creator and visionary of multiple Call Center Initiatives that have been replicated throughout Con Edison. Her commitment to department goals and employee engagement drove her to establish and initiate “First Call Resolution for a Cure,” an initiative that continues to help the workforce become more engaged, agile, and innovative.