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.
Hidden Risks with Post-Call IVR Surveying Stealth Mode
Many think post-call IVR survey programs must be conducted in stealth mode (sometimes referred to as automated transfer). Some contact center leaders and technology...
Send all of your Crazy Customers to Zappos Contact Center
Zappos wants to provide excellent service to everyone in their contact center, including the crazy customers that want to stay on the phone for...
When is the right time to ask your customers to be customers again after Hurricane Sandy?
Hurricane Sandy ravaged the Northeast and changed the immediate futures of many. Focus will no doubt shift from extravagant extras to just rebuilding...
Do contact centers hate families or LOVE Black Friday more?
Has the growth of contact centers along with consumer and Wall Street demands ruined it for families? Has Black Friday gained more societal power...
Obama Wins and a big data lesson for the customer experience
Analytics predicted an Obama win, and it's a Big Data lesson for all customer experience and contact center professionals. Before the votes were cast, New...
Innovations in Mystery Calling would excite Sherlock Holmes
If Sir Arthur Conan Doyle were alive today, he would have written a story for Sherlock Holmes that would cause everybody in the world...
3 Keys to Employee Engagement from Coach K
Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Have you ever stopped to...
What is Survey Calibration?
I have seen various claims that estimate the money lost to dead-end voice of the customer programs. The losses ranges from 60%-91% of all...
Hold those employees accountable, not me
Why is it employees want consequences placed on others that they wouldn't place on themselves? It is very typical that people ask me what my...
It’s the biggest customer challenge facing businesses today
The biggest challenge faced by consumer businesses today as it relates to the customer experience is data conversion disorder. In the psychology world, conversion disorder...
Man destroys T-Mobile store with fire extinguisher
Look how calmly this guys destroys this store. It took place in Manchester, England, when a T-Mobile customer learned he would not get a refund. He...
$1,000,000 wasted on Speech Analytics was avoidable.
I was speaking with someone today that lamented wasting $450,000 on Speech Analytics software that's now shelfware. When you really think about it,...
Training will not Fix a Toxic Workplace
There have been times when I have entered a workplace and just felt the weight of the emotional tension. The air was so thick...
What is Social Media Customer Service?
Social Media Customer Service (or Social Media Customer Care) is not customer service that supports how to use Social Media or answers what is...
Moneyball inspiration for contact center leaders.
In baseball as in business, some of the greatest success stories lie with the individuals that thought outside the box. In the movie...
Why Would You Wait to Improve Employee Engagement?
We all know what is feels like to be a member of a great team. Even if you only experienced it for a...
Author Interview of the Worst Call Center Common Practice
Click Image to Download An ebook titled Eliminating the Worst Call Center Practice: Quality Monitoring Calibration, is an extraordinary and unprecedented look into one of...
Life, Liberty, and the Pursuit of Happiness at Work
By far the most remembered sentence in the Declaration of Independence is the one that starts the second paragraph. "We hold these Truths to be...
Developing Leaders that Operate from their Souls, not Ego
Is anything right with leadership today? I am totally overwhelmed by the number of people talking about the leadership crisis that we are currently...
Top 4 Reasons Why MBAs are the Worst Leaders
Have you ever been surprised when people react to something you said or did? Have you ever said something funny (at least you thought...