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.
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...
Hiring the Best Contact Center Agents through Candidate Experience
Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions...
Lassoing the Wild West Contact Center Technology
Rope can be used to create a lasso to help you. Or it can be used as a noose for hangings. And Lori Bocklund...
The Most Important thing in Customer Experience
The most important thing to improve the customer experience is not your journey map. With all of the hype about customer journey mapping you’d...
Brett Brosseau shares insight into Call Center Gamification
Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer...
Dustin Yu Shares Getting More Conversions with Live Chat
Chat has long been touted as a means to lower costs in contact centers. But in today’s marketplace that is a blind way to...
Emotion in Customer Experience Drives Growth and Revenue
TV’s “Shark Tank” is what many people feel is the premiere opportunity for entrepreneurs. But sharks do not have the capacity for emotion as...
What is a Customer Empathy Map
A Customer Empathy Map is an incredible tool that helps organizations to unlock greater power in the customer experience. It can be used by...
Pete Jones of Grypp Talks Sales and Service Platforms
Does your customer journey go beyond the simple and routine? If you need more than just simple product descriptions and frequently asked questions to...
PACE and Change in Contact Centers is Moving Quickly
What if your ability to improve the customer experience was taken away? Do you think your customers would give you a break because you...
Customer Service Reps Exposed: An Ongoing Cover Up
In a letter to Jean-Baptiste Leroy from Benjamin Franklin in 1789, he writes “Our new Constitution is now established, and has an appearance that...
9 Devastating Truths Undermining Your Employee Engagement
Admit it, your stuck in a rut. Yet again one of your high potential agents turned in their notice. That sinking feeling in the...
Bob Webb Talks Workforce Management
Labor has always been one of the largest costs to manage in a contact center. And for all contact centers over 50 agents having...
John Pisarek Talks Artificial Intelligence
As organizations plan their customer strategies they foresee an onslaught of customer interactions coming their way. The fallacy of believing that adding self-service options...
Andrew Molacek Talks Workforce Optimization
For those of us in the contact center industry we have always known that contact centers are where real people have real conversations that...
Aleisha McKeeby Talks AI-rich Chatbots
A focused effort is underway for many organizations. They want to create an integrated and tailored customer experience. But they must work quickly. Omni-channel...
Emma Skygebjerg Talks Workforce Management
Ease of use is one of the top drivers of customer retention for software developers. For Emma Skygebjerg of Loxysoft she highlights the ease of use and...
Scott Pawloski Talks Intelligent Mobile Messaging
Does intelligent mobile messaging sound glamorous to you? What about smart messaging? Do you remember those commercials by Staples about the Easy Button®? After...