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Author Archive | Jim Rembach

Delivering that Chick-fil-A Contact Center Experience

Blog post by on August 9, 2014

[embedded content]As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience. I purposefully arrived during …

Innovation secret discovered at NASA

Blog post by on August 7, 2014

An innovation secret discovered at NASA could unlock breakthrough performance for many. There was a very important research study conducted more than 45 years ago at NASA. This information can help you lead innovation and transformation in …

How many calls can agents handle?

Blog post by on June 7, 2014

[embedded content]How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is it really simple? In order to help avoid costly mistakes that are …

Why you must remove Handle Time from Scorecards

Blog post by on May 30, 2014

[embedded content]What? Remove handle time from agent scorecards?! Yes. You also need to do something else. This case study example provides a model you can use to prove why you must remove handle time from scorecards. If …

Contact center knowledge base – friend or foe?

Blog post by on May 22, 2014

“Does your quality department have the authority to make changes to your knowledge base platform?” is one of the questions asked in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. Our intent in asking this question …

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 …