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“This call may be monitored or recorded for quality assurance purposes.” Every time you hear this don’t you want to tell that automated message: “and I will be monitoring this call for quality purposes too”? Don’t lie, you know you do it. Let it be known, your customers are doing this too. I think contact…

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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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