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.

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 [...]

Why linking quality results to corporate objectives is bad

Linking quality results to your corporate objectives is a fundamental expertise in which all contact center quality assurance programs must excel. I will show why it's most often done terribly and how you can get better at it in a moment. Not only must it be done well, it should be updated on a regular [...]

How many calls can agents handle?

How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is it really simple? In order to help avoid costly mistakes that are difficult to overcome, Customer Relationship Metrics has developed a self-assessment that will help you identify issues within your own [...]

Why you must remove Handle Time from Scorecards

What? Remove handle time from agent scorecards?! Yes. You also need to do something else. This case study example provides a model you can use to prove why you must remove handle time from scorecards. If you have already taken this action, please share your results. Recently Customer Relationship Metrics published an e-book and self-assessment [...]

Contact center knowledge base – friend or foe?

“Does your quality department have the authority to make changes to your knowledge base platform?” is one of the questions asked in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. Our intent in asking this question is not to assess the quality of your contact center knowledge tool, but instead to determine if it’s [...]

By | 2016-12-05T15:14:40+00:00 May 22nd, 2014|Call Center Quality, FCR, Quality Assurance|0 Comments

Mystery Calculating Customer Value Revealed

Calculating customer value is one of the areas of focus in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The question asked, “Do you include the customers’ rating of being treated as valued in your quality process?”, gets to the root cause of the customers’ calculation of value. This e-book is designed to help [...]

10 Contact Center Quality Hacks

Contact center quality hacks offer ways to transform contact center quality assurance to make your life easier. These low-budget tips and tricks (just like 1000 Life Hacks) can help you organize and reduce the complexity of contact center quality assurance programs; enhance and preserve contact center agent engagement; or teach you something (e.g., Impact Quality [...]

By | 2016-12-05T15:14:41+00:00 May 6th, 2014|Call Center Quality, Quality Assurance|0 Comments

Why you should not grade agent professionalism

Why you should not grade agent professionalism is one of many topics for discussion you will find in the self-assessment and e-book 29 Quality Assurance Mistakes to Avoid. In the self-assessment the question was asked “Do your customers rate your agents’ level of professionalism as part of your current quality process?” The self-assessment is comprised of [...]

What is Inter-Rater Reliability Testing

The contact center industry is facing wide-spread instances of low employee morale and low overall customer satisfaction performance. Inter-rater Reliability (IRR) testing may help you to turn around this trend in your contact center. In order for this to occur the old method of quality monitoring calibration would need to be replaced with IRR testing. [...]

Videos on Contact Center Quality Assurance

This gallery of videos includes numerous topics related to contact center quality assurance programs (Check out the Contact Center Surveying gallery). Over the past several decades we analyzed what the best performing contact centers (high satisfaction and high cost containment) do and it is those observations that form the basis of the tutorials on contact [...]

Mind-blowing reality contact center agents share with doctors

In this video learn about Doctor Ava Knight and her plight with delivering the best patient (customer) experience. Ava became a doctor because she loves to help people, she loves to connect with people, she likes to build relationships, she likes to know she has made a difference in the lives of people. Ava shares [...]

Videos on Contact Center Surveying

This gallery includes numerous videos on contact center surveying (also check out the Contact Center Quality gallery). Over the past several decades we have discovered many truths and disputed many falsehoods about contact center surveying and we share several findings and myth busting in the videos in this gallery. Most all of these video are [...]

Infographic of contact center solutions like we see on TV

Want to solve ALL your customer experience and contact center issues TODAY? It’s easy! Get the infographic of contact center solutions like we see on TV and learn about the multivitamins you can give your agents to improve engagement energy! Or you can use the Customer Experience in a spray to instantly provide that WOW [...]

By | 2016-12-05T15:14:42+00:00 March 6th, 2014|Customer Experience, Infographics|1 Comment

Video – 8 Wants of Contact Center Leaders

When asked, contact center leaders agreed to these 8 things being on their list of wants. They are striving for these things and are looking to make changes. It is likely that all other leaders would be in agreement. In this video get the list and get answers. What do you think contact center leaders [...]

By | 2016-12-05T15:14:42+00:00 February 18th, 2014|Call Center Quality, Quality Assurance|0 Comments

Video Measuring the Customer Experience 5 Issues and 5 Actions to Take

Measuring the Customer Experience with Customer Satisfaction (CSAT), Net Promoter score (NPS), American Customer Satisfaction Index (ACSI), and Customer Effort score (CES) – are all topics of discussion in this on-demand video. Which one is right for you? Are you "stuck" with one of them? What do you do? Measuring the customer experience is challenging [...]

Gallery – 29 mistakes to avoid with quality assurance programs

Below are the question pages in image format for 29 Mistakes to Avoid with Quality Assurance Programs eBook with Self- assessment. You can download the entire quality assurance ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime. [...]

Gallery – 25 causes of customer experience big data dysfunction self-assessment

Below are the question pages in image format for 25 causes of Customer Experience Big Data Dysfunction eBook with Self- assessment. You can download the entire ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime. [...]

Gallery – 25 Voice of the customer mistakes to avoid and self-assessment

Below are the question pages in image format for 25 Voice of the Customer Mistakes to Avoid eBook and self- assessment. You can download the entire ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime. [...]

By | 2016-12-05T15:14:43+00:00 January 20th, 2014|Customer Experience, Voice of the Customer|0 Comments

The 5 Best in contact center quality excellence

The truth is, the customer experience is a large impact on the value of your contact center. And the quality items you measure, manage and report metrics on greatly influence the result. Having a problem with empathy? Quality Assurance is driving that. Have a problem with FCR? Yep, QA. Have a problem with agent morale? [...]