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.
Steve Kraus Talks Real-time Emotional Intelligence
People skills, soft skills, and empathy all fall into the scientific study of Emotional Intelligence. As a certified Emotional Intelligence practitioner when Steve Kraus...
Brian LaRoche Talks Customer Engagement Analytics
During my interview with Brian LaRoche from CallMiner he didn’t even mention ‘Customer Engagement Analytics’. Like a true former call center manager like me, he...
How does a Warm Customer Experience Deliver Millions
Do you love watching those movies where the main character is faced with overwhelming odds to ultimately taste victory in the end? Debbi Fields’ story...
Do You Love the Industry Standard Being By the Seat of My Pants
I entered my new workplace on my first day as a Supervisor. Colleagues had decorated the area with balloons, streamers and welcome signs, all with...
Bad Hygiene and Junk Food Cause Heart Failure in Contact Centers
The link between poor oral health and increased risk of cardiovascular disease should make the reduction of sugars such as those contained in junk...
Contact Center Industry Size and it’s Tipping Point
For many years, the contact center industry has been an important part of the labor market for the U.S. It's also been very important...
“My husband died”: The call center agent’s shocking reply
While sitting on the panel during a town hall meeting of contact center leaders I was asked by one of the attendees Mary, “I...
The Call Center Linchpin – The Frontline Supervisor
When I began my call center supervisor career I did not truly understood the importance of my job. Now I realize the frontline supervisor...
Juliah Ma interview at Call Center Demo
I had fun with my interview with Juliah Ma of Convoso. At the Contact Center Demo and Conference (CCDemo) you never know what to expect. As the...
VoC Execution Gap in Contact Centers is Huge
Voice of the Customer (VoC) programs in contact centers have been around for more than twenty years. When you tally the analysts in the...
Stop the Freaking Customer Feedback
I am a dreamer and an optimistic person, but I am not blind to reality. I believe in the human spirit and that we...
What NOT TO DO with your contact center budget
Building, managing, preparing, and freaking out about your contact center budget can be an all year round activity (or panic parade). Looking all over...
3 Strategies for Handling Peak Season Call Volumes
3 Strategies for Handling Peak Season Call Volumes Is your contact center prepared to handle your peak season? Peak season may be during the holidays…
5 Ways to Show Contact Center Agents Love
People are motivated by love (things that we want), or by fear (things that we want to avoid). It’s too easy for contact centers...
What measurement is best? Net Promoter Score, CSAT, Customer Effort
Which one is best? What should you use? In this briefing I discuss Net Promoter Score®, CSAT, Customer Effort, and more. Which is the...
Got it: Horse before Cart and Culture before CX
Life can be so simple. You put the horse BEFORE the cart. You know this! Unfortunately, you are probably engaged with messing it up...
What are common contact center survey questions?
If you’ve been asked to provide “voice of the customer” data to show what customers are actually saying, and how do agents actually impact...
The Most Important Piece Missing from your VoC Program
The most important component missing from your voice of the customer program is trust. Ironically, this is the same component that drives your customer loyalty. If...
The little mistake costing US companies $41 billion dollars every year
It’s estimated $41 billion of revenue are being transferred between companies in the US each year. And you are probably falling victim to the...
Propel contact center potential with positioning
Many businesses rely on a contact center for the majority of the interactions with their customers but when it’s an after-thought in the company...