To continue its business momentum, Headsets.com keeps a sharp focus on employee hiring, training and retention.

By Noelle Buoncristiano and Catalog Success

Faith says the real behind-the-scenes work was finding the right person to answer online customers’ rapid-fire questions. The wizard behind the live chat curtain, Daniel Nelson, never gets flustered and can hold 10 to 15 simultaneous conversations with customers while providing intelligent responses and solutions, says Faith.