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Call Centre Metrics the Zappos Way

10 November, 2012 by xAshley Furness 6 Comments

Call center metrics

This is a guest post by Ashley Furness Zappos is renowned worldwide as a standout performer in customer service, partially for the e-retailer’s unique approach to customer performance and productivity management. Zappos invests in its call centres, seeing them  not as cost, but as an opportunity to market. Recently, I sat down with the company’s […]

Filed Under: Blog, Operations Analysis Tagged With: abandon rate, average handle time, best practice, call centre, key performance indicators

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