Profile

Cover photo
Jim Rembach
Worked at Customer Relationship Metrics
Attended Appalachian State University
Lives in Greensboro, NC
115 followers|25,743 views
AboutPostsPhotosVideos

Stream

Jim Rembach

Shared publicly  - 
 
It's time to get some. #cctr   #custserv  
Unlike Tom, contact centers need to be courageous, have integrity, and have the guts to get the real performance metrics. That’s what Tom Brady’s balls should teach us.
1
Add a comment...

Jim Rembach

Shared publicly  - 
 
Did you know how to build integrity so you can have (ethical) VoC scorecards? Test it.     #cctr   #custserv   #voc  
90% of Contact Center leaders rated integrity as their most important value. In this video learn about how integrity is upheld and enhanced in your contact center Voice of the Customer program. New or existing VoC programs can be impacted by a process that you must include if you want action from the voice of your customer.
1
Add a comment...

Jim Rembach

Shared publicly  - 
 
Have you taken the #VoC customer comment quiz?
Do you have the skills and wisdom about collecting customer comments in surveys to compete with the best? Take the Quiz. #cctr #custserv #voc
1
Add a comment...

Jim Rembach

Shared publicly  - 
 
There is magic in (the right} words! #cx  #leadership
The MOST important word to get your organization to MOVEYou’re probably thinking to yourself right now that you know what the most important word is to cause your organization to change. Of course
1
1
Wellfonder Group's profile photo
Add a comment...

Jim Rembach

Shared publicly  - 
 
[Video] Chick-fil-A customer experience review you can learn from. #cctr   #custserv    
Reprinted from orginalAs 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
1
Zane Safrit's profile photo
 
I love Chick-Fil-A for the sandwiches and the service. Always outstanding.
Add a comment...
Have him in circles
115 people
Stan Phelps's profile photo
Ginger Shields's profile photo
Oates & Company's profile photo
David Pinder's profile photo
Kim Proctor's profile photo
Virtual Hold Technology (VHT)'s profile photo
Customer Strategist Journal's profile photo
Wellfonder Group's profile photo
Jim Carras's profile photo

Jim Rembach

Shared publicly  - 
 
[FREE WEBINAR] 10 Myths of Contact Center Surveying Revealed   #cctr   #custserv  http://www.metrics.net/mythbuster
1
Add a comment...

Jim Rembach

Shared publicly  - 
 
The harsh reality of "This call may be monitored for quality purposes." #cctr   #custserv  
1
Add a comment...

Jim Rembach

Shared publicly  - 
 
NEW Take the LEFT SHARK Quiz. #cct  #custserv
What do you do with your Left Shark in your contact center? Instead of the Left Shark being dinged because it was not in compliance is it praised? #cctr #custserv
1
Add a comment...

Jim Rembach

Shared publicly  - 
 
How to get on track with Customer Empathy. #voc   #cx   #cem   
Customer empathy is more than words. You must put in the environment and habits that fix it. 5 things help you to increase customer empathy skills
1
Add a comment...

Jim Rembach

Shared publicly  - 
 
Did you miss it? Increase contact center agent emotional intelligence (EQ) Get the webinar downloads (Empathy Assessment Cheat Sheet, Graphics, Recommended Reading, Videos, etc.) #eq   #cctr   #custserv   
1
Add a comment...

Jim Rembach

Shared publicly  - 
 
NASA innovation secret can impact $millions
An innovation secret discovered at NASA could unlock breakthrough performance for many. Hire a five year-old. #cx #leadership
1
Add a comment...
People
Have him in circles
115 people
Stan Phelps's profile photo
Ginger Shields's profile photo
Oates & Company's profile photo
David Pinder's profile photo
Kim Proctor's profile photo
Virtual Hold Technology (VHT)'s profile photo
Customer Strategist Journal's profile photo
Wellfonder Group's profile photo
Jim Carras's profile photo
Work
Occupation
Managed Analytics Services sales, marketing, partner development, client services
Employment
  • Customer Relationship Metrics
    Chief Spokesman
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Greensboro, NC
Contact Information
Work
Phone
336-288-8226
Email
Story
Tagline
If you can't apply contact center data, don't measure it.
Introduction
Use analytics in the contact center to create customer-driven process improvements through managed advisory services. 19 year contact center industry veteran, started in operations. 
 
Now sell post-call surveying, speech analytics, social media analytics, text analytics, operational analytics, desktop analytics, and quality monitoring analytics services using skilled experts and SaaS-based systems.
Bragging rights
Developed partnership with JD Power and Associates for Call Center Certification program
Education
  • Appalachian State University
    1991
Basic Information
Gender
Male
Looking for
Networking