jrembach

/Jim Rembach

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.

Putting Humanity in Contact Centers

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Perhaps you’re even feeling a little disgusted with yourself and your inability to make a bigger impact. You feel like no matter what you try, [...]

Avoiding Pitfalls of Customer Satisfaction Surveys

Where's the fun in Customer Satisfaction Surveys? That's correct...WTF? The fun is when you know how to avoid the pitfalls that so many people fall into. If you know how to avoid them, it can be a lot of fun being able to use the information you capture to make your life better. When you [...]

Why Customer Experience is Like Sex in High School

Everybody’s talking about it. Many boast about their escapades and their appeal. Some of it is rumor, hearsay, and hush hush. We stare in awe and idolize the exploits of the people we look up to and shy away from the focus being turned on our own shortcomings. No, I’m not talking about sex — [...]

By | 2017-01-11T11:34:18+00:00 January 11th, 2017|Customer Experience, IVR Post-call Surveys|0 Comments

VoC Execution Gap in Contact Centers is Huge

Voice of the Customer (VoC) programs in contact centers have been around for more than twenty years. When you tally the analysts in the industry, they will tell you that only a small number of contact centers are reaching a state of maturity using the voice of the customer to generate actionable insight. They will [...]

How long should my contact center survey be?

It's a common and never-ending debate. What makes a survey too long? What makes a survey too short? What is the right length for a survey? If been part of this debate, this video may help you to gain some stability in the response. How long should my contact center survey be? Your survey needs [...]

Stop the Freaking Customer Feedback

I am a dreamer and an optimistic person, but I am not blind to reality. I believe in the human spirit and that we can overcome obstacles. I have always been a defender of the weak and a fan of underdogs. I want to help people find greater success. I specifically want to help those [...]

What is your Contact Center Top Priority?

What’s your contact center top priority? A recent report revealed that 31.41% of contact center leaders had this as their top priority. And in this video I’ll share with you what that top priority is and what you want to avoid in order to move onward and upward faster. In a Special Report authored by [...]

Nine words to stop using to describe your quality assurance program

There’s nine words you want to stop using or living now if you want your quality assurance program to be perceived as a having value. And there's nine words that you want to start using and live more often. We all know that words can have a huge impact on how we both perceive ourselves and [...]

By | 2017-07-07T11:13:52+00:00 March 10th, 2016|Uncategorized|0 Comments

What NOT TO DO with your contact center budget

Building, managing, preparing, and freaking out about your contact center budget can be an all year round activity (or panic parade). Looking all over the place, turning over rocks, thinking about price, costs and cutting things is a mental marathon that will suck out your creativity and constructive idea generation. And leave you with a [...]

What to aim for with your Contact Center Budget

It is most certainly true! Managing in a contact center can be very (very) stressful. But much of the stress I witness and get asked about doesn't have to be as stressful as it's made out to be. One of the biggest stress creators that seems to be most prevalent across a wide range of contact centers [...]

3 Strategies for Handling Peak Season Call Volumes

Is your contact center prepared to handle your peak season? Peak season may be during the holidays for you. Peak season may be a mid-year enrollment period for you. Peak season maybe a going back to school time for you. Peak season may be a vacation planning time for you. Peak season may be when [...]

5 Ways to Show Contact Center Agents Love

People are motivated by love (things that we want), or by fear (things that we want to avoid). It’s too easy for contact centers to be driven by fear and the things we try to avoid. Therefore, one of the most important things that you can focus on is fostering an environment of love for [...]

Notes on Thriving in Contact Center Performance Webinar

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness (check webinar times) you will find several helpful pieces of insight that can help you to get higher performance from your supervisors and agents. Another thing you will find are several good quotes that you can use to help inform and educate [...]

How to thrive in contact center performance

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness you will go through Dee’s Journey from not so awesome contact center performance to awesome contact center performance. Don't be fooled, her journey was not fast or easily laid out. It was difficult and took time. For her, too long. What you will [...]

What measurement is best? Net Promoter Score, CSAT, Customer Effort

Which one is best? What should you use? In this briefing I discuss Net Promoter Score®, CSAT, Customer Effort, and more. Which is the best measurement to use? What do you think? Net Promoter, CSAT, Customer Effort: Should you Worry? You know I often get asked: "What is the best customer experience metric to use?" [...]

The Ultimate Customer Experience Q&A eBook

Customer Relationship Metrics' Jim Rembach is a featured CX Expert in the Customer Experience Professionals' (CXPA) The Ultimate Customer Experience Q&A eBook. The ebook covers some of the top questions and issues Customer Experience (CX) professionals are struggling with and how experts in the field answer. The ebook contains 14 questions that [...]

What are common contact center survey questions?

If you've been asked to provide “voice of the customer” data to show what customers are actually saying, and how do agents actually impact the customer experience, then a post-call IVR survey can capture the data you need. Common Contact Center Survey Questions But what survey questions do you need to ask in order to [...]

Customer Effort Analytics Executive Summary

In this on-demand briefing Jessica Gordon with Frost & Sullivan interviews Jim Rembach on effort analytics and the three most important takeaways from member webcast. Jessica asks what currently counts in call centers and how are companies measuring and optimizing their centers for more profitable customer interactions and better customer experiences. Watch the Inside Customer Effort [...]

Inside Customer Effort Score: Analytics Expert Case Study

This on-demand webinar Inside Customer Effort Score: Analytics Expert Case Study reveals the analytics of the Customer Effort Score in a contact center. This case study provides wisdom about driving change that you don't want to miss. Surveys, speech analytics, and more are discussed as you are taken through the process of developing new strategies [...]

Stop trying to delight your customers in contact centers

Stop Trying to Delight Your Customers in Contact Centers Briefing In this video I reveal Case Study insights and how customer effort can be impacted through advanced voice of the customer methods. Customer effort score and first call resolution while being related can not be mistaken as synonymous. In order to determine which metric works [...]