Contact Center Customer Satisfaction Insights – Blog

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

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 […]

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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For People on the Verge of Tripping on the self-service Line

Is it possible for self-service to trip up your customer experience? So how can you prevent your customers from falling down? In his interview at the Contact Center Demo & Conference (CCDemo) with […]

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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Justin Robbins CCDemo interview takes me back to Kindergarten

You learned in Kindergarten all that you need to know to be an adult. That sounds like it is true for us call center veterans too. Remember a few decades ago when we learned to […]

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 chat sessions can agents handle?

Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle.

You’ve experienced the Chat channel as a customer of some other company so you know the difference […]

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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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 […]

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 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 […]

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
View All Posts