Contact Center Customer Satisfaction Insights – Blog

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

Nine words to stop using to describe your quality assurance program

There’s nine words you want to stop using or living now if you want your quality assurance program to be perceived as a having value. And there’s […]…

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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.

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What NOT TO DO with your contact center budget

Building, managing, preparing, and freaking out about your contact center budget can be an all year round activity (or panic parade). Looking all over the place, turning over rocks, thinking about price, costs and cutting […]…

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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.

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Why do customer experience leaders get promoted?

Another customer experience leader gets promoted and I have to start over again! I’ve lost count over the years of the number of managers who I work closely with to interpret the voice of the customer […]…

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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 to aim for with your Contact Center Budget

It is most certainly true! Managing in a contact center can be very (very) stressful. But much of the stress I witness and get asked about doesn’t have to be as stressful as it’s made out […]…

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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.

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3 Strategies for Handling Peak Season Call Volumes

Is your contact center prepared to handle your peak season? Peak season may be during the holidays for you. Peak season may be a mid-year enrollment period for you. Peak season maybe a going back to […]…

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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.

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5 Ways to Show Contact Center Agents Love

People are motivated by love (things that we want), or by fear (things that we want to avoid). It’s too easy for contact centers to be driven by fear and the things we try to […]…

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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.

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