How Others Do It - Real time Customer Service and Accountability

Paul English co-founder of Kayak.com:

"We have four monitors in the office where you see real-time streaming information about the site - how many visitors, how many clicks through. It also displays the last customer e-mail that came in and the photo of the employee who answered it. So you are walking by and and you see, "Oh, Dan just answered a question". We developed our own customer support software. One of the things it does is randomly select an employee response to a customer and send that response out to the entire company and to all of our investors each day. It keeps us on our toes."

(emphasis added)