The gained experience over the previous years has enabled him to be a subject matter expert for call center solutions, with specialties including Strategy, CX, Live Chat, Operations, Training and Developing Leaders, Relationship Management, E-Commerce Strategy and Reporting, Quality Monitoring, Speech Analytics, IT & Outsourcing.
Jim is an eminent speaker and has conducted various workshops, sharing his experiences with effective quality monitoring techniques and insights. The real-life examples shared during these workshops have benefited many industry leaders in adopting the latest technology. Jim also serves as a panelist for several forums, empowering people to understand and overcome contact center challenges. Due to his level of expertise, Jim was awarded by Customer Contact Central with MVP awards and featured in numerous publications, including CIO Review, Contact Center Pipeline, and Connections Magazine. He has also been listed as one of the ’Top 10 Business Leaders Transforming their Industry in 2023’ by CIOLook, the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow” and recognized as one of the “Top 25 Thought Leaders for 2023” by ICMI. He is also the recipient of the CX Hall of Fame Award 2023 for his outstanding leadership contribution to the community and practice of CX.