Dee Kohler https://www.linkedin.com/pub/dee-kohler/7/391/268

An award-winning contact center leader with cross-industry experience in managing operations and service organizations including sales and retention, crisis counseling, B-B and B-C general service, support and back office.


Jim Rembach https://www.linkedin.com/in/jrembach

Jim Rembach is a twenty-year contact center veteran and SVP for Customer Relationship Metrics. Jim is a Certified Emotional Intelligence Practitioner, Certified Contact Center Auditor, and is a CX Expert panel member for the Customer Experience Professionals Association (CXPA).

After years of benchmarking, experiencing only marginal results and high frustration, Dee set a new course to improve the traditional performance improvement practices in contact centers. And she thrived and became an award-winning leader. In this webinar, she shares her journey of failing and finally flourishing.