Zappos – The Emperor has No Clothes?
Posted on January 18, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Emergency • News • Opinion • Strategy
Tags: #callcenter• #cctr• #custserv• #zappos• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Strategy• Taylor Reach Group
I am not sure if you saw this news story. Zappos got hacked on the weekend and data related to 24 million customer was exposed in whole or in part, see the story below. The most interesting thing about this event from my perspective was the last line in the article which states that due […]Read more
Shouldn’t 911 calls be answered?
911 call centers generally have a service level of 100/5 that is to say they answer 100% of calls within 5 seconds. This is the level of service that everyone expects when we call a 911 center. A news story on the week end told a different story. In Harrison Township Ohio they recently launched […]Read more