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Author Archive | Jim Rembach

The 5 Best in contact center quality excellence

Blog post by on January 16, 2014

Do you want to deliver better customer experiences in your contact centers? Duh, of course you do. I don’t think anyone in their right mind would say otherwise. To deliver better customer experiences, contact center quality must …

29 Mistakes to avoid with quality assurance programs

Blog post by on January 7, 2014

Today Customer Relationship Metrics, L.C. released a new ebook 29 Mistakes to Avoid with Quality Assurance that includes a 29-point self-assessment on common mistakes that can be avoided that ultimately undermine a contact center’s ability to maximize …

Wow Customer Experiences from Contact Center Quality

Blog post by on December 19, 2013

Do you want to deliver better customer experiences in your contact centers? Do you want customers to be wowed? I know, these seem like stupid questions to actually expect a response. Really, who in their right mind …

Customer-Centric Cultures are Made of This

Blog post by on September 30, 2013

Courtesy of http://www.AnnieLennox.com You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to …

Look Beyond What You See with Surveys

Blog post by on September 26, 2013

Originally published on ICMI. “Look beyond what you see.” When I hear this phrase, I visualize Disney’s The Lion King 1½ when Timon receives sage advice from Rafiki about how he can find Hakuna Matata; the life …

5 reasons NOT to create a VOC program

Blog post by on September 11, 2013

This content was previously published on ICMI There are significantly more than five reasons why you do not want to create a voice of the customer program, but we have to start somewhere. My reasons for saying …