Agents Quote by Tony Hsieh
“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 the phone.”
About This Quote
Source Speech: Zappos Culture Talk, 2013
Zappos values emotional connection over speed in customer service, using call metrics to improve experience.
In simple terms: Customer happiness matters more than call length.
Key Takeaway
Prioritize empathy in every interaction.
Themes
customer service
empathy
company culture
Mood
inspirational
practical
Type
business
leadership
When to use this quote
- call center training
- customer feedback loops
- employee empowerment
Key Concepts
emotional intelligence
service design
metrics usage
Questions to Reflect On
- How can you measure emotional connection?
- What training helps agents stay empathetic?
A Different Perspective
Focusing solely on metrics can ignore genuine issues.
![“I don't see [ Trainspotting ] as an albatross, I see it more as a calling card. It's got me out to Hollywood, I've got a good agent, I've got a good manager, I'm getting a lot of work out there and doing a lot of stuff - getting a lot of film projects on the go.” quote by Irvine Welsh](https://sms4smile.com/quotes/img-quotes/918/irvine-welsh-843_agents_i-don-t-see-trainspotting-as-an-albatros_7750.jpg)
