By Randy Saunders
In the latest Customer Creation podcast, Blake Landau interviews Maura Sullivan and Rob Siefker from the Zappos call center management team.
Maura and Rob have both worked for Zappos since the ... Read More
Daily Archives: July 21, 2010
What’s wrong with the way we look at contact center employees?
Which of these statements is true?
Statement 1
Contact center employees are a vital link to the customer. Through the way they exercise their talents, knowledge, and resources, they are uniquely positioned to influence customer perceptions of the enterprise and build or diminish the brand promise.
Statement 2
Contact center employees are among the most poorly paid and under- appreciated employees in the enterprise. They have limited career growth opportunities, are measured and evaluated more frequently than any other group of employees, and incur the highest turnover rates.