Contact Center Customer Satisfaction Insights – Blog

/Contact Center Customer Satisfaction Insights – Blog
Contact Center Customer Satisfaction Insights – Blog 2016-12-16T12:45:33+00:00

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 […]

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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How many things should be measured on my Quality Monitoring Form?

How often do you think about how many things you should be measuring on your Quality Monitoring Form? Considering that many contact centers change or update their […]

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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Best Practices for your Quality Monitoring Form

bad monitoring practices in call centersConsider that best practices for your quality monitoring form is entirely different from what you have been standing behind. It is for most […]

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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What is the best scale for customer satisfaction surveys?

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas:

How to take action with Call Center Analytics

A large part of the success of any contact center operation is dependent upon people; not technology as you might assume. Those measuring the customer experience and those delivering the customer experience must work in […]

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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How many calls should agents handle in an hour?

Have you set a goal, or even a requirement, about how many calls your agents should handle each hour or for the day? Are the agents aware of how their hourly total is progressing?

How many […]

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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