Does your Contact Center work this way?

Shameless "share and reapply"* time.

"Companies don’t engage emotionally with their customers—people do. If you want to create a memorable company, you have to fill your company with memorable people. How are you making sure that you’re filling your organization with the right people? And how much are you willing to pay to find out?"

So true. Your customer - especially if you operate mostly in the metaverse - has his one and only contact with you over the phone, e-mail, your Voice Portal... Either a person he can't see on the other side of the line, or a "soulless" machine. He builds his impression based on his experience there, so you need to work really, really, really, reaaaaalllly hard to make sure it's one he remembers, finds "enjoyable" and leaves him satisfied.

Enter Zappos. They probably have the best Customer Service Agent training idea ever. After a week or so of their initial Agent Traigning,it’s time for what they call “The Offer.” The fast-growing company, which works hard to recruit people to join, says to its newest employees: “If you quit today, we will pay you for the amount of time you’ve worked, plus we will offer you a $1,000 bonus.”

Commitment? I has it.

More at Harvard Business Publishing.


* Share and Reapply: Procter and Gamble speak for "Steal something which another country already did and use it in your country."