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.

Contact Centers Stream Past Virtual Agents to Virtual Presence


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


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


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

CALL FOR SPEAKERS – Contact Center Virtual Summit


The Contact Center Virtual Summit is a 3-week contact center event and the world’s largest virtual contact center conference. Taking place from July 7th through 27th, this event features a focus on frontline agent performance during the entire contact center agent life cycle. If you’re a solution provider that has solutions that are used on the frontline or improves [...]

CALL FOR SPEAKERS – Contact Center Virtual Summit2019-03-20T17:26:03-04:00

12 Ways To Show Some Love To Supervisors


80% of contact center agents leave because of their relationship with their immediate supervisor. But with all relationships, it's much better to give first - so that you shall receive. Follow these tips for building a better relationship with your Supervisor. She’ll likely love you for it! Your Supervisor today is like that elementary school teacher that you are [...]

12 Ways To Show Some Love To Supervisors2019-02-26T10:39:44-04:00

Reality Check: Are your customers channels or people?


I’m cursed. Are you? For years I fell into a trap that I see many in the contact center industry fall in to. It’s the trap of managing workflow for efficiency. I need to be careful not to manage queues of interactions because that’s how it’s always been done. My reality check is to remember, those are people in [...]

Reality Check: Are your customers channels or people?2019-02-06T16:18:42-04:00

Declaring Victory in the War on Contact Center Agent Performance


Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has [...]

Declaring Victory in the War on Contact Center Agent Performance2019-01-15T08:36:39-04:00

Contact Center Supervisor Training – Contact Center Fitness Boot Camp


Supervisor training with Call Center Coach's virtual boot camps can take on a variety of developmental areas. A primary mission in modern learning is to disrupt the the old-school ways of training and provide ways for modern learners to be more engaged and to "do" new things, instead of just learning about it. Virtual boot camps provide a hands-on [...]

Contact Center Supervisor Training – Contact Center Fitness Boot Camp2019-01-08T10:24:30-04:00

Contact Center Technology Finally Enables You to Be Customer Centric


Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up? Have you ever experienced relief when that huge barrier preventing you from being more customer centric was finally removed? The irony of [...]

Contact Center Technology Finally Enables You to Be Customer Centric2019-01-02T11:07:14-04:00

With gratitude for YOU!


As 2018 draws to a close and you reflect on the year, I want to express my deepest gratitude for YOU - the friends and supporters of Call Center Coach. I am grateful that, because of you, Call Center Coach is the most sought-after place where existing and emerging contact center supervisors can - in a modern way connect [...]

With gratitude for YOU!2018-12-31T16:36:54-04:00
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