"I am free, and always have been; free to accept my own reality, free to trust my perceptions, free to believe what makes me feel sane even if others call me crazy, free to disagree even if it means great loss, free to seek the way home until I find it."

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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.

— Tony Hsieh