Jim Rembach
Jim Rembach is a former contact team lead and director. He specializes in applying VoC and Employee Engagement analytics. He is a certified Emotional Intelligence (EQ) practitioner, Certified Employee Retention Specialist, and a Customer Experience Expert for the CXPA (Customer Experience Professionals Association). Words used to describe Jim include: Passionate, Persuasive, Persistent, Provocative, Creative, Innovative, and at times...Drama Queen. He is a SVP with Customer Relationship Metrics and Founder of Beyond Morale.
Quick Tip: One Word That Infuriates Customers (and You Use It Everyday)
Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and...
Lost Art of Asking Questions Is Priceless
Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society...
When Retaining Customers Is Worse Than Defecting Customers
You are a bad customer. We are all bad customers… now. Or we at least have greater potential to be bad customers. Many years...
”My Husband Just Died“: What Will Your Agents Do Next?
While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...
