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.
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…
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…
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…
Blinded Forever or Is Customer Effort Saved by AI Visibility
From a customer effort standpoint, you’re blind. Your biggest source of insight data is not visible. It’s estimated that as much as 80% of the…
How validating caller identity can be costly and stupid
You’ve got numerous reasons why you need to authenticate callers. But how you go about doing it could equate to burning the entire field in…
Contact Center Executive Priorities for 2018
Coaching is the #1 agent experience focus for 2018. Yahoo! At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018.…
Learn the truth behind different chatbot technologies
There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies...
5 Reasons Why Chatbots Fail
There’s five common reasons as to why your chatbots fail to live up to promises. If your chatbots are not living up to promises,...
Chatbot Best Practices in Contact Centers
The rate of change in contact centers is accelerating. Fueled by the worldwide proliferation of mobile devices, more interactions are pointed to your contact...
Are contact centers making the right chatbot decisions?
When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? A very important thing to think about...
This One Word Unleashes Contact Center Peak Performance
People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry,...
Mobile Self-service Modernizes Your WFM
Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions....
Can Bandwidth Be Your Customer Experience Advantage?
Are you a seeker of new things? What about re-discovering the old? I sure do get excited when these two things happen simultaneously. That’s...
Putting Humanity in Contact Centers
You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in...
End Finger Pointing in the Contact Center Communication Cloud
There are too many times when it seems like the fog has rolled in and it’s hard to see where you need to go....
2017 Conference Recap: ICMI Contact Center Expo
This was the buzz at the 2017 ICMI Contact Center Expo. At least it was my version of it. One our Advisory Board members,...
Vital Skills All Corporate Leaders Must Master
I recently was asked by asked by John Mattone, an executive coach and the world’s top authority on Intelligent Leadership (IL) to reveal some...
Is your chatbot contact center smart?
If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this...
Avoid IVR Jail and Release the Customer Journey
Last year, roughly 1 in 8 Americans used GetHuman. GetHuman started back on 2006 when, founder of several software companies, Paul English became enraged...
How Dumb is it for Your Supervisors to Support Agents?
It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in...