Advice Businesses are built on conversations. Don't be afraid to embrace voice when it comes to building your business. Zappos is the perfect example of a business that has built and sustained a successful brand by embracing voice within their organization. Unlike most call centers, Zappos measures time spent on calls, rather than average call time. What’s the difference? It means that Zappos call center employees are expected to, encouraged, and rewarded for spending the majority of their working day on the phone with customers, rather than getting customers OFF of the phone as quickly as possible. When an organization, such as Zappos, embraces voice it is able to build a brand with influential value.
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