via youtube.com About 10% of new recruits to call centres take Zappos up on the incentive to leave after completing the intensive induction program.
There’s efficiency and there’s experience. Last month I published an article for UX Mag on the subject of customer efficiency.Â It opens with a story about the Melbourne trams. It’s conductors were replaced by machines in an efficiency drive. However the efficiency of customers and of the service required consideration around tasks beyond ticket purchase. Conductors […]