Jim Rembach

/Jim Rembach
Jim Rembach

About Jim Rembach

Jim Rembach is the president of Call Center Coach, host of the Fast Leader Show and a former call center supervisor. He is a Call Center Leadership Council Member, CX Expert for the Customer Experience Professionals Association and a certified Emotional Intelligence (EQ) practitioner. He is a contact center auditor and employee retention specialist, and holds a US trademark for the “Servant Teamwork®” leadership and organizational transformation methodology and inventor of the Accelerated Skill Development method used by Call Center Coach. Jim has authored nine books regarding contact center quality, employee engagement, customer experience and leadership development.

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

2019-08-08T14:45:43-04:00

They may be considered sleek and some would even say sexy. But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask [...]

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center2019-08-08T14:45:43-04:00

NEW Ways to Supercharge Contact Center FCR and AHT Performance

2019-08-08T11:19:40-04:00

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 Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there [...]

NEW Ways to Supercharge Contact Center FCR and AHT Performance2019-08-08T11:19:40-04:00

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

2019-07-14T03:40:46-04:00

The fifth step (Step 1, Step 2, Step 3, Step 4) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. With labor being the most significant expense in contact centers, labor is even more costly when you’re unable to retain it. Retention of productive agent [...]

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets2019-07-14T03:40:46-04:00

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

2019-07-12T01:40:04-04:00

The fourth step (Step 1, Step 2, Step 3) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. The most significant factor that differentiates contact centers in their struggle with employee engagement is the skill and strength of leadership. While some people have a natural ability [...]

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets2019-07-12T01:40:04-04:00

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

2019-07-11T01:48:21-04:00

The third step (Step 1, Step 2) in the contact center agent journey is about developing high-performing agents. Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance. While some people in frontline roles excel at a faster rate than others, performance lifts are possible among the bulk [...]

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets2019-07-11T01:48:21-04:00

Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

2019-07-11T01:33:11-04:00

The second step (the first step) in the contact center agent journey comes with the on-boarding process. This is one area of the agent journey that can be dramatically different from one organization to the next. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. If you [...]

Successful On-boarding in Contact Centers: Top Experts Reveal Secrets2019-07-11T01:33:11-04:00

How to Hire Right in Contact Centers: Top Experts Reveal Secrets

2019-07-11T01:34:17-04:00

The first step (the second step) in the contact center agent journey comes with the hiring process. During the past few decades in the industry I’ve come to rely on learning from some of the top industry experts to help guide my thinking and idea creation. In my experience as a practitioner, solution provider, learner and educator in [...]

How to Hire Right in Contact Centers: Top Experts Reveal Secrets2019-07-11T01:34:17-04:00

Contact Centers Stream Past Virtual Agents to Virtual Presence

2019-03-26T08:40:29-04:00

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. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small. But for one contact center that implemented virtual agents, their call handle times quadrupled! What happened? For [...]

Contact Centers Stream Past Virtual Agents to Virtual Presence2019-03-26T08:40:29-04:00

Tear Apart and Put Together Your New Contact Center

2019-02-28T09:45:17-04:00

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 technology as part of your everyday job, it’s just impossible to keep up with. But you can’t ignore this issue, or else you’ll be tearing apart and ripping out your new technology as quickly [...]

Tear Apart and Put Together Your New Contact Center2019-02-28T09:45:17-04:00

Two Factors Make It Easy for Contact Center Chat

2019-02-26T22:31:18-04:00

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 of the time, and in a wide range of industries. When considering live chat the same thing is true. We have some new to supporting the chat channel and some experienced at chat. But [...]

Two Factors Make It Easy for Contact Center Chat2019-02-26T22:31:18-04:00