Jim Rembach
5 I’s of Customer Experience That Are Vital to See
How does a company turn the bright ideas and business decisions at the top of the chain of commands into a functionally effective experience for customers? That is the question that many businesses today are asking. Too many leaders out there are beginning to...
Top Truths Every Contact Center Leader Needs To Know About AI
In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. With the massive investments that have poured into our industry in the past few years, it’s most important to discover the truth ab...
7 Speech Analytics Mistakes That Can Cost You Big
Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking.Thanks to Roger Lee of Gridspace&nb...
NEW Ways to Supercharge Contact Center FCR and AHT Performance
I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. As A...
Contact Centers Stream Past Virtual Agents to Virtual Presence
For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. With improving the customer experience an imperative, alongside of controlling costs, the barriers o...
Tear Apart and Put Together Your New Contact Center
Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impo...
Two Factors Make It Easy for Contact Center Chat
The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. When considering live chat the same thing is true. We…
12 Ways To Show Some Love To Supervisors
80% of contact center agents leave because of their relationship with their immediate supervisor. But with all relationships, it’s much better to give first – so that you shall receive. Follow these tips for building a better relationship with your S...
Reality Check: Are your customers channels or people?
I’m cursed. Are you? For years I fell into a trap that I see many in the contact center industry fall in to. It’s the trap of managing workflow for efficiency. I need to be careful not to manage queues of interactions because that’s how…
Contact Center Technology Finally Enables You to Be Customer Centric
Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up? Have you ever experienced relief when that...
Why Do Contact Center Agents Stay?
Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. Turnover is something that all of us need to do a better…
Why Are Contact Centers Cancelling Supervisor Training?
We all know that frontline supervisors are not successful because they were your best agents. They need to be developed. And forward-thinking organization know this. So, they are not eliminating supervisor training, they are just cancelling supervis...
How to Get the Greatest Agent Training ROI
Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. Regardless of your turnover s...
How Top Brands Are Winning with Engaging Social Media Experiences
With social media your customers are having experiences on their own terms. They are in control. All of their experiences add up to their interpretation of your brand, product and service. But with them being in charge what must you do to make sure you...
The Most Unlikely Source Is Blocking Contact Center Transformation
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. Lea...
The Modern Call Center School for Supervisors | 12 Things to Know
The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of fro...
What’s the difference between customer service and customer experience?
Sadly, Bill Gessert passed away suddenly on October 3rd, 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. It’s was a complete honor to have had Bill on my podcast The Fast Leader Show. While I knew our time…
ALERT: Leadership Training for Supervisors Is Being Disrupted
Most all contact center executives know they need to respond aggressively to the fact that we are in a state of massive transformation and disruption in the marketplace. The contact center has been targeted as a pivotal organizational component in this...
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 visibility into your contact center’s network performance, your answer is a resounding and overwhelming…NO! If you’re a customer ...
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 a large extent, the level of your organization’s long-term success relies on th...