Think about the last time you called a contact center. How was your experience? Odds are it wasn’t the best part of your day.
Contact centers have a questionable reputation with both employees and customers. But they’ve become a critical part of the brand experience within the digital marketplace. How can you transcend the stigma and create a best-in-class customer and employee experience?
JD speaks with Rob Siefker, Senior Director of Customer Loyalty at Zappos, to find out what it takes to build a great contact center culture. Rob joined Zappos in 2004 as a temporary contact center agent and helped the team grow from 30 people to over 500. Today, he leads the contact center operation within one of America’s best customer service companies. During our conversation, Rob shares his insights on everything from corporate values and hiring practices to workplace training and the impact of the COVID-19 pandemic.
If you or someone you know is struggling with substance abuse or mental health, please reach out. Contact the Substance Abuse and Mental Health Services Administration Helpline at 800-662-HELP (4357). You can also visit checkpointorg.com for a global list of contacts and services.
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