Home Authors Posts by Jim Rembach

Jim Rembach

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.

An often unseen yet vital customer experience element

Can you hear me? Can you see me? Is it your problem or my problem? Is anyone willing to own the problem? Well, without any…

How Do Your Call Center Supervisors Compare?

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. To…

7 Tips for Creating A Contact Center that Fuels Transformation

7 Tips for Creating A Contact Center that Fuels Transformation Being a contact center leader has become more important in business transformation than being a…

Don’t Waste Your Money on Empathy Training

Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want…

5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads…

Forgotten Yet Key Source for Contact Center Best Practices

I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize…

This is where you break down barriers to enhance contact centers

Contact centers around the world face similar challenges, yet so many continue to work in silos. To tear down the barriers that are preventing you…

Why the best contact centers ignore survey scores

I believe in the human spirit and that we can overcome some of the most difficult obstacles with the proper mindset and approach. When it…

It’s time to replace your contact center duct tape and bailing wire

“Just hold it together for one more year!” I had an operations-day flash back for a moment thinking about needing to squeak out every inch…

This Is What Destroys Contact Center Morale

Your company culture is on the wall, written in your mission statement, part of the company vision, it’s in your core values and it’s communicated.…

Contact Center Agent to Supervisor Success Path

What’s Missing in Developing Agents to Supervisors We’ve had a gap in the contact center industry. Recently, a discussion I had with Michael Pace, President,…

Hurry and Disrupt your Customer Support Experience

You just might need to face the fact that you are unable to move as fast as your customers want. But it might not be…

[INFOGRAPHIC] Accelerated Skill Development for Contact Center Supervisors

Accelerating the skill development for contact center supervisors has for a long time been a want for senior leaders. And finally, now just might be…

Hall of Fame Contact Center Advice for Modern Times

Not too long ago, all of our skilled jobs were learned and developed through apprenticeships and mentoring. And to capture some of the wisest contact…

Contact Center Quality is NOT a Score: Stop Using Checkboxes

Contact center quality is transforming just like many other aspects of contact center operations. Good thing! For a long time, I’ve been advocating and teaching…

How to Build a Supervisor Dream Team in Your Contact Center

How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer…

Another Disruption in Contact Centers: Pay Dramatically Increases

The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is…

How Artificial Intelligence Amplifies Contact Center Supervisor Performance

While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center…

How You Can Make A Big Difference in Contact Centers

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC…

More Customer Channels: Your Biggest Pain Point Is NOT What You Think

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. And personally, I like that. Hearing…

New Posts