Jim Rembach is a twenty-year contact center veteran, SVP for Customer Relationship Metrics and Principal for Beyond Morale. “…His past experience in operations builds the credibility that follows.” 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). He is the author of nine books, introducing leading insights into contact center quality, analytics, surveys, employee engagement, customer experience, and leadership development. Jim helps his clients develop the fearless pursuit to engage customers and employees. You can connect with Jim via LinkedIn at http://www.linkedin.com/in/jrembach/ or on Twitter at @BeyondMorale.
