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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.

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    Improving First Call Resolution is easier when you avoid the mistakes found in this case study... This white paper is based on a six-month case study of two [...]

Call Center Analytics Revealed Case Study

Get an Insiders view to Business Intelligence and Call Center Analytics In this complimentary case study and ebook Call Center Analytics Revealed: Why Technology is not Your Actionable Business Intelligence Panacea, get an insiders view into the world of business intelligence and call center analytics. Is call center analytics the silver bullet it’s promised to be? Is [...]

Customer Experience BIG DATA Dysfunction

Includes a Customer Experience BIG DATA Dysfunction Self-Assessment Can you identify the root causes of your customer experience big data dysfunction? Everybody has it and in this free white paper and self-assessment, you learn about data conversion disorder and why it is so important to your present and future. Get an insiders look into the [...]

29 Contact Center Quality Assurance Mistakes to Avoid

29 Contact Center Quality Assurance Mistakes to Avoid: Self-assessment, Case Study and eBook reveals: The 29 common mistakes with contact center quality assurance programs that you can avoid.This simple guide (with pretty pictures too) includes insights and a self-assessment that you can leverage to deliver the great customer experiences you desire. This tool helps to [...]

Building an award winning contact center at Black & Decker

Building Award-winning Call Centers In this complimentary on-demand webinar, Chuck Udzinski – Manager, End-User Service reveals the 4 top elements that helped him and his team at Black & Decker move from ugly, to bad, to good. Their road to building an award-winning contact center unique and can be used to help with building award-winning call centers [...]

Improving Net Promoter Score using Speech Analytics

Improving Net Promoter Score using Speech Analytics Show of hands, how many of you are happy with using NetPromoter for your customer experience? Studies show very few are happy with it at the business level. But C-level executives like it so you’re stuck with it. What do you do? In this video learn how you [...]

By | 2015-06-12T15:15:16+00:00 June 12th, 2015|Analytics, NPS Analytics, Speech Analytics|0 Comments

11 Steps to Social Media Success in Contact Centers

This white paper is a tool to be used to equip leaders to experience social media success in contact centers by providing the insights necessary to use the contact center to effectively combat the effects of social media terrorism. In this white paper gives you access to statistics, case studies, and findings from those that have [...]

Speech Analytics Secrets

Are you ready to join the Contact Center Quality Assurance Revolution and add Speech Analytics to your program? Do you want the know the speech analytics secrets? Then make sure you read this white paper before you make any investments. Go Beyond the Speech Analytics Secrets This white paper lays the foundation for extraordinary opportunities. In [...]

By | 2016-12-05T15:14:35+00:00 June 11th, 2015|Speech Analytics|0 Comments

The Most Important Piece Missing from your VoC Program

The most important component missing from your voice of the customer program is trust. Ironically, this is the same component that drives your customer loyalty. If you want to rally your executives and employees around the voice of the customer then you must put in an effort that goes beyond collecting data. Do you need trust to move [...]

By | 2016-12-05T15:14:35+00:00 June 11th, 2015|Call Center Quality, Voice of the Customer|0 Comments

25 Common CX Voice of the Customer Mistakes to Avoid

25 Common CX Voice of the Customer Mistakes to Avoid with Self-assessment Can you easily identify CX Voice of the Customer mistakes in your program? In this free ebook, you learn about common mistakes with your voice of the customer program and what you need to do differently. Get an insiders look into the important [...]

Lost Art of Asking Questions is Priceless

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking the right questions is, in many ways, priceless. My overly curious eleven-year old asks a lot of questions. Her never unending barrage of [...]

When Retaining Customers is worse than Defecting Customers

You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social world [...]

10 Myths of Contact Center Surveying Revealed Webinar

It has been fun putting together the 10 Myths of Contact Center Surveying Revealed webinar because it seems as if I communicating the message to a younger me. Many of the falsehoods in contact center surveying were part of my belief system when I was a contact center manager. It's crazy to think about how [...]

Propel contact center potential with positioning

Many businesses rely on a contact center for the majority of the interactions with their customers but when it’s an after-thought in the company it crushes contact center potential. How do you improve the position of importance of the contact center to the company in general? It is common for contact center management to be [...]

What do you do with your Left Shark in your contact center?

What do you do with the Left Shark in your contact center? After experiencing what happened as a result of the dancing sharks at Katy Perry’s 2015 Super Bowl halftime show, it led me to think about how we react to differences in people. Instead of the Left Shark being dinged because it was not in [...]

Voice of the Customer Resolutions for 2015

It's time to change what you do so you can change what you have received. Yep, that's right, it's resolution time. Did you know that the second week of January is almost always the busiest of the year for health club memberships. And 80% of the New Years Resolutions crowd drops off by the second [...]

Quiz on Collecting Customer Comments in Surveys

Do you have the skills and wisdom about collecting customer comments in surveys to compete with the best? Do you want to know how you compare? Of course you do. Let's get started. To learn more on how to use customer comments and increase VoC data integrity go to www.SurveyCalibration.com. Remember to share the Quiz [...]

How many different types of customers do you serve?

Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle. In the article, he summarized a recent study [...]

Skyrocketing contact center investments not fueled by costs

Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments. On the surface, the question “can you prove that your quality program produces a positive ROI?” sounds simple. If not simple, at least do-able. But, the answer to this question is anything [...]

Delivering that Chick-fil-A Contact Center Experience

As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience. I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being… [...]