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What if you knew about the mistakes to avoid with a post-call IVR survey program in your contact center? Would you use them? Academics tell us, one of the reasons we learn about history, is so we learn from it and do not repeat it. Obviously this does not apply to fashion where they say,…

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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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