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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.

Leadership Skills for Call Center Supervisors: Training and Development Guide

Now armed with knowledge on effective leadership skills training for call center supervisors, you are well-equipped to create a highly skilled supervisory team that drives…

Enhancing Data-Driven Decision Making for Contact Center Leaders

In the fast-paced world of contact centers, making informed decisions is crucial for success. With the abundance of data available, leveraging it effectively can be…

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...

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…

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…

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…

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.…

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…

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…

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 –…

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…

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…

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…

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.…

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…

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…

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…

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…

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…

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…

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