Jim Rembach

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 order to eliminate a few weeds. Are you worried that you’re wasting money and making stupid mistakes that are da...

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. I am thrilled to see the importance of people development being a lead focus for 2018. I am just praying…

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 will help you to avoid making uninformed decision that lead to bad chatbot performance and poor customer experiences. You can always...

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, don’t give up. It’s time to get smart. Chatbot is the most complex area of Artificial Intelligence (AI). It is also...

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 center than ever before. To survive, you must learn about chatbot best practices in contact centers NOW. “You must learn about...

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 is your desired business outcome. Doing this helps you to set a target to reach. More importantly, doing this helps...

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, the past three years elevated this one word to utmost importance. This word is now more important than any other...

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. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier. Mobile...

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 exactly what happened when I realized that bandwidth could be your customer experience advantage. Can bandwidth be your customer experience advantage?...

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 recognition programs, and still you struggle. Perhaps you’re even feeling a little disgusted with yourself and your inability to make...

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. When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for...

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, Jeremy Watkin, created his version and it’s well worth reading. This event was in Long Beach, California last year and moved...

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 of the vital skills all corporate leaders must master that I’ve learned from the leaders that have been featured on...

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 interview with CTO Alex Black of Enghouse Interactive, we share a different perspective. You need to focus on making your...

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 when he was locked in Verizon’s IVR jail. Now GetHuman tries to create a better customer journey and take care...

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 today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for...

How are you raising customer expectations too high?

Evolving customer expectations present an enormous opportunity for organizations to differentiate service, but at what cost? Economic unpredictability and raising customer demands have put a strain on contact centers everywhere. But are you part of the problem? Are you raising customer expectations too high?...

Is Omnichannel Language Support in your Contact Center Strategy?

It’s a $40 billion industry and the fourth fastest growing according to Common Sense Advisory. But the language industry is possibly the largest industry sector you have never heard of. Yet, as we know, language is crucial in providing a great customer experience. In...

Obvious Contact Center Agent Burnout Problem Revealed

You know those times when something is right in front of you, yet you fail to realize it? You ask yourself why you didn’t think of that sooner. If you stop and think about contact center agent burnout and turnover problems, why have you...

Hiring the Best Contact Center Agents through Candidate Experience

Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions agents need to support are more challenging and require higher skill sets. To obtain higher skilled candidates, contact centers must...

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