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Zappos' Call Center 'Beautiful Chaos,' Self-Review Program


Zappos is known for unorthodox practices that inspire intense customer loyalty. In part two of CMIQ's interview with Zappos' customer loyalty team, Team Manager Marlene Kanagusuku describes the company's contact center unique self-monitoring program, "chaotic" atmosphere and CEO Tony Hsieh's "jungle-themed row." Kanagusuku also covers the company's ongoing training programs, which include everything from "Science of Happiness" to "Zappos History."


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