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.
5 Ways to Increase Customer Empathy
Empathy is one of the 54 Emotional Intelligence (EQ) competencies, but it captures a lot of attention by itself. Just like you, I must...
CX Adoption: The MOST important word to get your organization to MOVE
You’re probably thinking to yourself right now that you know what the most important word is for CX adaption. Of course you know what...
Skyrocketing contact center investments not fueled by costs
Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments. On the...
Delivering that Chick-fil-A Contact Center Experience
As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick...
Innovation secret discovered at NASA
An innovation secret discovered at NASA could unlock breakthrough performance for many. There was a very important research study conducted more than 45 years...
How many calls can agents handle?
How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is...
Why you must remove Handle Time from Scorecards
What? Remove handle time from agent scorecards?! Yes. You also need to do something else. This case study example provides a model you can...
Contact center knowledge base – friend or foe?
“Does your quality department have the authority to make changes to your knowledge base platform?” is one of the questions asked in the 29...
Infographic of contact center solutions like we see on TV
Want to solve ALL your customer experience and contact center issues TODAY? It’s easy! With these multivitamins you can give your agent engagement energy...
The 5 Best in contact center quality excellence
Do you want to deliver better customer experiences in your contact centers? Duh, of course you do. I don't think anyone in their right...
29 Mistakes to avoid with quality assurance programs
Today Customer Relationship Metrics, L.C. released a new ebook 29 Mistakes to Avoid with Quality Assurance that includes a 29-point self-assessment on common mistakes...
Wow Customer Experiences from Contact Center Quality
Do you want to deliver better customer experiences in your contact centers? Do you want customers to be wowed? I know, these seem...
Why Managing the Customer Experience is Like Herding Cats
Previously published on ICMI Some of the best television commercials that have ever aired have been debuted during the Super Bowl. Yee Haw One of…
Customer-Centric Cultures are Made of This
Courtesy of www.AnnieLennox.com You can travel the world and the seven seas, everybody's looking for customer-centric cultures. Some customers want to use you. None of...
Look Beyond What You See with Surveys
Originally published on ICMI. "Look beyond what you see." When I hear this phrase, I visualize Disney's The Lion King 1½ when Timon receives sage…
3 Things That Truly Matter to Customers (But Don’t Tell Them)
Original post found at ICMI "I could care less." "That is your problem." "Better you than me." "It sucks to be you." These quotes are…
5 reasons NOT to create a VOC program
This content was previously published on ICMI There are significantly more than five reasons why you do not want to create a voice of the...
Does your survey process protect agents from vulgar customer comments?
"Did you fail to put in a process that prevents agents from receiving vulgar and obscene comments?" is a question that was included in...
Customers are Monitoring Calls for Quality Purposes Too
"This call may be monitored or recorded for quality assurance purposes." Every time you hear this don't you want to tell that automated message:...
The Cure for Horrible Employees and Bosses
In a Harvard Business Review article, The Cure for Horrible Bosses by Rosabeth M. Kanter she talks about the dark comedy film Horrible Bosses...