About Us2018-09-20T14:42:23+00:00

We provide an industry first. A blended learning system with a Community of Practice (CoP), boot camps, industry insight webinars, micro-learning, elearning and virtual coaching for supervisors and agents being groomed to be supervisors.

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What is Call Center Coach

Call Center Coach was founded in 1999 and now provides emerging and existing Supervisors a proven success path for continuous career development along with a private and supportive peer-driven community to support your specific needs, successes, and performance responsibilities.

Learn from the best in the industry who have walked in your shoes. Join us to close the decades long supervisor learning and development gap and become a Certified Contact Center Supervisor!

Why waste thousands of dollars on a one-time conference or an inferior online resource with generic manager training content? When—for just a few dollars a month—Call Center Coach provides the world’s only supervisor elearning and community that paves the path to success.

Members get…

  • Support from Coaches and Advisors with over 200 years of collective experience
  • Access to a Community of Practice – join like-minded supervisors and experts to gain perspective and support in a safe place to ask questions and share
  • Call Center Coach’s Supervisor Success Path – modules, tools, and certification
  • 14-Day Call Center Coach Boot Camp – targeted accountability challenges where members commit to getting ONE thing done, every day, for 14 days
  • QUICKWINS – short on time? No problem. Make a difference…quickly
  • LIVE Mastermind Webinars – members get targeted advice to develop skills faster
  • Weekly LIVE Q&A Webinars – come ask questions and get answers
  • Inside the Industry – get an insider’s look into industry events, trends, and the hype to avoid
  • 1:1 or Group Coaching – PLUS and PREMIUM Members receive tailor-made content & courses

Our Purpose

Call Center Coach is a community of inspired individuals who are looking to learn and connect to make a positive impact on the world.

Our Mission

To provide frontline Supervisors with the means, methods and community to double the satisfaction scores for agents and customers.

Our Advisors

Call Center Coach has been developed with the guidance of The Call Center Coach Advisory Board. Our board represents more than 200 years in call center management experience. They play a vital role in shaping our eLearning and Community learning focus. Members of the board share their time and expertise by evaluating courses and identifying areas of need. We are fortunate to have such a distinguished group that is committed to the development of our next generation of leaders.

“This is built for today’s day and age. Nobody wants to sit through Lecture Series 101.”

Dir of Operations, Fortune 1000 Insurance Company
Michael Pace, President, Northeast Contact Center Forum

“There’s nothing else out there that addresses how to take a successful agent and develop them into a successful supervisor – until now.”

Michael Pace, President, Northeast Contact Center Forum

“I’ve seen nothing like this in this industry, this is exactly what we’ve been needing.”

Industry Expert, Author, Speaker, Consultant

Meet our Board of Advisors

Jim Rembach
Jim RembachBoard Chair
A former frontline call center supervisor that has spent more than twenty years as a strategic and tactical advisor who specializes in using analytics. Jim was on the development team for the J.D. Power and Associates Contact Center Certification program and is a Certified Call Center Auditor, Certified Emotional Intelligence (EQ) practitioner, and Employee Retention Specialist. Jim has authored nine books regarding contact center quality, employee engagement, customer experience and leadership development.
Gerry Barber
Gerry BarberAdvisory Board
In 2013, Barber received a lifetime achievement award from the International Customer Management Institute (ICMI). He is currently a senior vice president and director with Pinnacle Financial Services. Previously he served as corporate officer, secretary and treasurer for the Call Center Industry Advisory Council, and held positions in contact centers with Deloitte Services, First American National Bank, and Service Merchandise.
Dee Kohler
Dee KohlerAdvisory Board
Dee is a wife, mother, grandmother and a long-time contact center leader. She is a J.D. Power & Associates award-winning operations professional with experience applying contact center best practice principles across multiple industries.

Dee has over 20 years’ leading the customer experience in corporate, not-for-profit, and government settings, with companies like Blue Cross Blue Shield of Nebraska, Prime Therapeutics, and Boys Town.

Todd Hixson
Todd HixsonAdvisory Board
In 2018, Hixson received a lifetime achievement award from the International Customer Management Institute (ICMI). He is currently the Director of Workforce Management at VIPdesk Connect. He’s been been recognized for pioneering forecasting theorems for Social Media and back-office utilization of workforce management practice, multiple channel skill-based operations practices, and cross-functional understanding. Previously he held leading positions in WFM and operations with Intuit, Travelocity, and Cabela’s.
Nate Brown
Nate BrownAdvisory Board
Nate has held a variety of roles in the services department of UL Workplace Health and Safety including Customer Service Representative, Migration Consultant, Training Manager, and Support Manager.

Nate is a blogger and speaking. He has led sessions on Customer Effort Score, Gamification and Employee Engagement. He is the author and founder of the blog CustomerCentricSupport.com.

Jesse Jackson
Jesse JacksonAdvisory Board
For over 30 years Jesse has worked in a contact center with roles in inbound sales, outbound telemarketing, customer service, technical support, been an agent, a supervisor, manager and a director. He believes that successful contact centers strive for excellent customer service, a culture of constant improvement and a place where you should laugh often.
Jeremy Watkin
Jeremy WatkinAdvisory Board
Jeremy is the Head of Quality for FCR. Prior to joining FCR, Jeremy worked everywhere in customer service from the front lines to Director at TierraNet and Phone.com. With more than 15 years of customer service experience,

Jeremy frequently writes about his journey toward being better at customer service and life at CommunicateBetterBlog.com.

Chris Lah
Chris LahAdvisory Board
Chris is the Senior Director of Revenue Cycle Customer Service at Cincinnati Children’s Hospital. Prior to that he managed the business operations and call center for the Mayfield Clinic, lead the project management office for Anthem (now Wellpoint).

His service teams have achieved J. D. Power & Associates certification 6 years in a row and have won national team awards for excellence on three different occasions.

Kristy Powers
Kristy PowersAdvisory Board
Kristy has built three industry recognized contact centers from the ground up and led positive changes toward award-winning service in two others.

Currently, she is the Manager of Quality Service with Navy Federal Credit Union, the world’s largest credit union and their 3500 person contact center.

Michael Tudor
Michael TudorAdvisory Board
Michael is a results-driven operations and customer service professional with more than 20 years experience creating memorable customer experiences. He thrives in creating that engage employees and improve performance. His unique coaching and mentoring skills leading to strong leaders and deep succession plan.

He currently manages the entire team of supervisors, representatives and virtual employees handling customer service inquiries and problems for Express Scripts in Pueblo, Colorado

Chuck Udzinski
Chuck UdzinskiAdvisory Board
Chuck is known for developing contact center cultures that focused on exceeding the customers’ expectations.

For almost twenty years at Stanley Black & Decker he created an environment in which customers enjoyed a high-level of service where employees were motivated to deliver top performance resulting end-user brand insistence. He is currently a client success manager with Oracle, helping customers of Oracle receive the most value from the applications they purchase.

COMPARE PLANS AND ENROLL

Founded in 1999

Call Center Coach fills the developmental needs for Call Center Supervisors, Managers and Leads for their professional and personal development, ultimately to support bottom line results for organizations. Because most Supervisors and Managers have previously been superior reps promoted into a leadership position, they often are not provided the tools and training needed to thrive, rather they learn on the job. And a large percentage fail as a result.

Because they are the true heroes that manage day to day front line operations critical to the customer experience, giving them practical and applicable skills has been the focus for the solutions created by Call Center Coach. With a combination of eLearning, coaching, videos, webinars, articles, guides, and more, so emerging leaders have a Success Path to use in their Personal Development Plan.

As the industry has evolved, so has the mission of Call Center Coach to continue to arm Call Center Supervisors and Managers with skills and know-how for success!

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