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To those of you who have been wondering about or considering implementing virtual queuing into your call center, I hope you found the previous blog posts on the topic useful.  For ease and reference: Part 1:  Wait on hold or wait in line? THAT is the Call Center Question. Part 2:  How to calculate pulling…

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About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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