Interview with Zappos Call Center Managers Maura Sullivan and Rob Siefker

In this podcast with seasoned call center managers Maura Sullivan and Rob Siefker you will hear some of the powerful tools for managing a successful call center. Find out how the Amazon acquisition of Zappos is going to affect the customer service culture. You will also hear about the Zappos call center KPIs. Sullivan and Siefker will talk about what it means to manage the customer complaints and unstructured data. Curoius about how Zappos has triumphed social media? Find out in this podcast interview what they are actually doing to maximize the online channel for the call center.