Jim Rembach

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...

This is where you break down barriers to enhance contact centers

Contact centers around the world face similar challenges, yet so many continue to work in silos. To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone. Many contact center leaders ha...

Why the best contact centers ignore survey scores

I believe in the human spirit and that we can overcome some of the most difficult obstacles with the proper mindset and approach. When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so ...

It’s time to replace your contact center duct tape and bailing wire

“Just hold it together for one more year!” I had an operations-day flash back for a moment thinking about needing to squeak out every inch of life from my systems. Upon reflection, I also remember the downside of holding on too long to systems and how ...

This Is What Destroys Contact Center Morale

Your company culture is on the wall, written in your mission statement, part of the company vision, it’s in your core values and it’s communicated. And this is what destroys contact center morale? It is a problem if your leaders do not live out these p...

Contact Center Agent to Supervisor Success Path

What’s Missing in Developing Agents to Supervisors We’ve had a gap in the contact center industry. Recently, a discussion I had with Michael Pace, President, Northeast Contact Center Forum reminded me of a possible root cause as to why the industry stu...

Hurry and Disrupt your Customer Support Experience

You just might need to face the fact that you are unable to move as fast as your customers want. But it might not be your fault. Your roadblock from assisting customers in accelerating down their customer journey just might be because your systems are ...

[INFOGRAPHIC] Accelerated Skill Development for Contact Center Supervisors

Accelerating the skill development for contact center supervisors has for a long time been a want for senior leaders. And finally, now just might be the time for us to be able to realize the dream. But as Jennifer Hofmann stated in the Report:&nbs...

Hall of Fame Contact Center Advice for Modern Times

Not too long ago, all of our skilled jobs were learned and developed through apprenticeships and mentoring. And to capture some of the wisest contact center advice we often have to look to our mentors to guide us. I was humbled and reminded of this fa...

Contact Center Quality is NOT a Score: Stop Using Checkboxes

Contact center quality is transforming just like many other aspects of contact center operations. Good thing! For a long time, I’ve been advocating and teaching organizations about how to change their mindset and practices from a compliance and cost as...

How to Build a Supervisor Dream Team in Your Contact Center

How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best...

Another Disruption in Contact Centers: Pay Dramatically Increases

The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. But not in the way you might be thinking. It’s the timing of pay ...

How Artificial Intelligence Amplifies Contact Center Supervisor Performance

While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance. AI can’t coach your agents. But what...

How You Can Make A Big Difference in Contact Centers

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. During our interview Nate shared some important current...

More Customer Channels: Your Biggest Pain Point Is NOT What You Think

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. And personally, I like that. Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel wa...

Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and ...

Bed Bugs Invading Contact Centers: New Issues in Performance

Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues. While at ICMI’s Contact Center Expo I was ...

Contact Center Future Shock: Channels May Become Part of Our Past

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. For some, what we explored in the realm of channels is going to be somewhat of a shock. But for us to be custo...

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