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Whenever I have an opportunity to visit a business partner’s call center, I take a few minutes to conduct a rather un-scientific test, call it morbid curiosity.  As I pass by cubicles and am introduced to call center staff, I always ask how agent performance is assessed.  To me, the variety of responses I hear…

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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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