Jim Rembach

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 ha...

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 it’s always ...

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 job...

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 toget...

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...

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 CEO. After all, if you are going to transform, your outcome must be to be more customer-centr...

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 to build empathy skills in agents, you need to have the right mindset and take the right actions. Don’t waste your mone...

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 that come, they need to be effective and high-caliber, including employee engagement. At the Coca-Cola Cons...

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 that since those days, I’ve been able to experience a significantly broader perspective on th...

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