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When our CEO says, “I can’t see the whole picture.”  I know she is feeling a lot of anxiety about making the wrong decision.  An incorrect decision made today is much worse and harder to recover from than a wrong decision just a few years ago.  Every call center is operating more lean and the…

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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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