The Zappos CSRs Have A Smile In Their Voice: An Interview with Maura Sullivan and Rob Siefker on Managing the Zappos Call Center

Zappos call center managers Maura Sullivan and Rob Siefker have a smile in their voices when they talk about the Zappos call center, but you can’t blame them. It’s good to be Zappos in 2009. It’s been a wild year for the company that was recently bought by Amazon for $880 million. And it sounds like the customer-centric, parade-throwing customer service company that happens to sell shoes (and now clothes, hair straighteners and more) will pretty much remain in tact.

In their second podcast with Customer Management IQ, Sullivan and Siefker provide a glance at modern life at the Zappos call center. For all of you who are name dropping Zappos when talking about call center performance management and call center performance measurement in the call center, you haven’t heard everything! From the company that sees the phone as the ultimate branding opportunity, hear from the horse’s mouth about Zappos’ call center growth, scalability and the other curiosities you wanted to know but were always afraid to ask.

Curious about how Zappos has triumphed social media in the call center? Well I bet you didn’t know they don’t measure it at all, nor do they care to. In fact Zappos does not even use the term social media. They call social media "customer channels." They don’t increase conversion, but they aren’t trying to create a "business-to-consumer" atmosphere.

Hear more about Zappos! Listen to another podcast here.