“Zappos uses call center technology to track average call time per agent. But the goal isn’t to reduce this average – it’s more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.”
“Zappos uses call center technology to track average call time per agent. But the goal isn’t to reduce this average – it’s more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.”
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