The problem is that for women, the average time is just over 14 minutes... men are left with about 12 minutes during which time they need to think of something to do! — Phil McGraw Copy Share Image
Zappos uses call center technology to track average call time per agent. But the goal isn't to reduce this average - it's more important that we make an emotional connection with the customer, rather than just quickly getting them off… — Tony Hsieh Copy Share Image
