Jim Rembach

Contact Center Quality is NOT a Score: Stop Using Checkboxes

Contact center quality is transforming just like many other aspects of contact center operations. Good thing! For a long time, I’ve been advocating and teaching organizations about how to change their mindset and practices from a compliance and cost as...

How to Build a Supervisor Dream Team in Your Contact Center

How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best...

Another Disruption in Contact Centers: Pay Dramatically Increases

The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. But not in the way you might be thinking. It’s the timing of pay ...

How Artificial Intelligence Amplifies Contact Center Supervisor Performance

While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance. AI can’t coach your agents. But what...

How You Can Make A Big Difference in Contact Centers

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. During our interview Nate shared some important current...

More Customer Channels: Your Biggest Pain Point Is NOT What You Think

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. And personally, I like that. Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel wa...

Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and ...

Bed Bugs Invading Contact Centers: New Issues in Performance

Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues. While at ICMI’s Contact Center Expo I was ...

Contact Center Future Shock: Channels May Become Part of Our Past

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. For some, what we explored in the realm of channels is going to be somewhat of a shock. But for us to be custo...

Blinded Forever or Is Customer Effort Saved by AI Visibility

From a customer effort standpoint, you’re blind. Your biggest source of insight data is not visible. It’s estimated that as much as 80% of the world’s data is locked up in the voice conversation. For many organizations with prominent contact center ope...

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 t...

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...

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,...

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...

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...

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,...

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....

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...

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...

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