Jim Rembach 181 posts 2 comments

Jim Rembach is a CX and Contact Center industry authority and host of the Fast Leader Show Podcast, Contact Center Virtual Summit, CX Success Summit, CX Global Media and CX Webinars. He is also the designer and developer of the Call Center Coach virtual leadership academy for contact center supervisors.

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245: Risto Siilasmaa: I realized I was practicing Paranoid Optimism

Jim Rembach Oct 2, 2019 0

Share this... Linkedin Facebook Twitter email Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Risto Siilasmaa Show Notes Page Risto Siilasmaa led Nokia in one of the most…

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

Jim Rembach Aug 8, 2019 0

They may be considered sleek and some would even say sexy. But in more ways than one, Siri and Alexa do not have the skills to be contact center agents. Listen to Anthony Scodary of Gridspace explain.

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236: Steve Pacinelli: It’s the beginning of rehumanizing business

Jim Rembach Jul 31, 2019 0

Share this... Linkedin Facebook Twitter email Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Steve Pacinelli Show Notes Page Steve Pacinelli was in a rut for the first…

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235: Chris Duffey: Human imagination is the limitation for AI

Jim Rembach Jul 24, 2019 0

Share this... Linkedin Facebook Twitter email Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Chris Duffey Show Notes Page Chris Duffey started as a content creator and…

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234: Claudette Rowley: I was born believing in potential

Jim Rembach Jul 17, 2019 0

Share this... Linkedin Facebook Twitter email Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Claudette Rowley Show Notes Page Claudette Rowley was in a toxic workplace…

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Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

Jim Rembach Jul 12, 2019 0

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…

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Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Jim Rembach Jul 11, 2019 0

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…

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

Jim Rembach Jul 10, 2019 0

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…

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233: Nicolaj Siggelkow: We asked the customer to stitch experiences

Jim Rembach Jul 10, 2019 0

Share this... Linkedin Facebook Twitter email Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Nicolaj Siggelkow Show Notes Page Nicolaj Siggelkow thought technology was an…

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

Jim Rembach Jul 9, 2019 0

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…