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The Enemy of Engagement by Tom AGNEW, Mark ROYAL

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CHAPTER 7Charting the Way Back on Track

 

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BETH HADN’T SEEN Ray Pough since his send-off luncheon four months earlier. He’d left Bernette on good terms, still a great friend of the Ellsworth family and respected by employees at every level of the bank. Beth missed Bernette’s former COO—missed working with him, missed his gentle humor and wit. Calm and steady, Ray had “grown up” at Bernette, having joined the bank fresh out of graduate school. As head of operations, he’d been instrumental in launching the online division and had worked closely with call center management on everything from workstation purchases, to IT, to policies. “I thought I’d ...

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