Zappos is Bringing Uber-Like Surge Pay to the Workplace

For Zappos’ call-center employees, more caller demand means more pay. In September, Zappos CEO Tony Hsieh was wandering the halls of the online retailer's Las Vegas headquarters and noticed that the customer service center's walls were covered — floor to ceiling — with sheets of printer paper. Hsieh had stumbled across the scheduling method for the center's 540 employees, who respond to the 10,000 customer inquiries Zappos receives by phone, email and web chat every day.