Jim Rembach

Blinded Forever or Is Customer Effort Saved by AI Visibility

From a customer effort standpoint, you’re blind. Your biggest source of insight data is not visible. It’s estimated that as much as 80% of the world’s data is locked up in the voice conversation. For many organizations with prominent contact center ope...

How validating caller identity can be costly and stupid

You’ve got numerous reasons why you need to authenticate callers. But how you go about doing it could equate to burning the entire field in order to eliminate a few weeds. Are you worried that you’re wasting money and making stupid mistakes that are da...

Contact Center Executive Priorities for 2018

Coaching is the #1 agent experience focus for 2018. Yahoo! At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. I am just praying t...

Learn the truth behind different chatbot technologies

There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies...

5 Reasons Why Chatbots Fail

There’s five common reasons as to why your chatbots fail to live up to promises. If your chatbots are not living up to promises,...

Chatbot Best Practices in Contact Centers

The rate of change in contact centers is accelerating. Fueled by the worldwide proliferation of mobile devices, more interactions are pointed to your contact...

Are contact centers making the right chatbot decisions?

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? A very important thing to think about...

This One Word Unleashes Contact Center Peak Performance

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry,...

Mobile Self-service Modernizes Your WFM

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions....

Can Bandwidth Be Your Customer Experience Advantage?

Are you a seeker of new things? What about re-discovering the old? I sure do get excited when these two things happen simultaneously. That’s...

Putting Humanity in Contact Centers

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in...

End Finger Pointing in the Contact Center Communication Cloud

There are too many times when it seems like the fog has rolled in and it’s hard to see where you need to go....

2017 Conference Recap: ICMI Contact Center Expo

This was the buzz at the 2017 ICMI Contact Center Expo. At least it was my version of it. One our Advisory Board members,...

Vital Skills All Corporate Leaders Must Master

I recently was asked by asked by John Mattone, an executive coach and the world’s top authority on Intelligent Leadership (IL) to  reveal some...

Is your chatbot contact center smart?

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this...

Avoid IVR Jail and Release the Customer Journey

Last year, roughly 1 in 8 Americans used GetHuman. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged...

How Dumb is it for Your Supervisors to Support Agents?

It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in...

How are you raising customer expectations too high?

Evolving customer expectations present an enormous opportunity for organizations to differentiate service, but at what cost? Economic unpredictability and raising customer demands have put...

Is Omnichannel Language Support in your Contact Center Strategy?

It’s a $40 billion industry and the fourth fastest growing according to Common Sense Advisory. But the language industry is possibly the largest industry...

Obvious Contact Center Agent Burnout Problem Revealed

You know those times when something is right in front of you, yet you fail to realize it? You ask yourself why you didn’t...

New Posts