“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.”
Quote by Tony Hsieh
Author
Tony Hsieh
Tony Hsieh is a renowned internet entrepreneur, born on December 12, 1973. He is known for his innovation in the fields of online retail and e-commerce, most notably as the founder and CEO of Zappos, an online shoe and clothing retailer that was later acquired by Amazon for $1.2 billion. Hsieh's insights into entrepreneurship and leadership have been widely disseminated, with his book 'Delivering Happiness' detailing his efforts to create a culture of happiness. more