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

Where Are You on The Spectrum of Agent Performance

The Spectrum of Agent PerformanceFar too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks […]

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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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 […]

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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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.

Visit My Website
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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.

View All Posts

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: