How is the Amazon’s acquisition of Zappos going to affect the customer service culture?
Both Amazon and Zappos are very customer centric companies. Zappos is keeping its core values and culture as its own. Customer service is still going to be at the center of all that we do. Amazon is in full support of wanting us to do just that. Is the Zappos call center going to be taking any of the Amazon.com customer service customer queries? No When the customer service thought leader community is making the argument against Average Handle Time as a metric they often reference Zappos, what is the number one question you are asked regarding the KPIs of your call center? We are asked a lot about what we do measure. And it’s not that we don’t measure AHT–we do. But we’re looking at the wrap-up time that is factored into it. We don’t care how long our representatives take in speaking with a customer, but we do like to see if we can gain efficiencies on the back end. It’s the customer facing time that is the most important, and we don’t want to sacrifice quality or the experience in hur
