Big revenues and the CEO’s upcoming book release are winning Zappos loads of public press. Zappos doesn’t approach customer service like most organizations. In fact, the company makes it publically clear they have a culture that qualifies as more than just little bit quirky.

One of Zappos’s core principles is to promote employee and customer happiness. Of note on the employee side: Zappos values happy employees so much that at the end of new-hire training, trainees are offered $2,000+ to quit. Read More »

Have you ever wondered what makes your best frontline supervisors tick? Can it be boiled down to the same thing that makes for a great frontline rep?

Most companies assume that star reps will make great supervisors, and promote them accordingly. Unfortunately, while these reps are great at handling customer issues themselves, not all of them want to share their knowledge and develop staff – a key activity for supervisors.

CCC has found that one in three contact center supervisors don’t want to coach.  That’s right – nearly one-third of your supervisors actively avoid coaching and development activities.  These ‘reluctant’ supervisors can even harm team performance with the poor quality, unfocused coaching sessions that they are forced to conduct. Read More »