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What does it take to be a customer service award winner? Does an award given from a small snapshot in time, when things are really good, even falsely engineered to be good, cause your customers to mistrust the award? Well, of course it does. So how do call centers overcome this risk? 365 days of effort.

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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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