Author

Jim Rembach 246 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.

Agent performance

3 Real Truths for AI in Insurance Contact Centers

Jim Rembach May 27, 2020 0

What possible impacts can AI have in contact centers? Specifically, what are the effects of AI in insurance contact centers? These three truths can help you deploy AI effectively in your insurance contact center

Fast Leader Podcast

279: Kevin Vallely – Facing the Unknown

Jim Rembach May 27, 2020

Kevin Vallely was travelling with his family at the McKenzie River, when a lone wolf suddenly approached their tent. Surprised and afraid, Kevin fired shots at the wolf to make it go away. After a few shots, the wolf did go away, leaving…

Fast Leader Podcast

278: Karin Hurt – Promoting a Courageous Culture in the Workplace

Jim Rembach May 20, 2020

About 5 years ago, Karin Hurt had everything in her life crash all at the same time. Karin had just left her executive role at Verizon to start her own company. In trying to run her startup, Karin invested a lot of money into it but did not…

Agent performance

Become an Innovative Contact Center Professional with these 10 Books!

Jim Rembach May 16, 2020 0

To become an innovative contact center professional you should develop a habit of reading. These 10 books can help you become more innovative.

Agent performance

Why Putting Customers First is the Key to a Successful Business

Jim Rembach May 14, 2020 0

The heart of any business is its customers. Without them, there is no business. This is why your contact center should be focused on putting customers first

Fast Leader Podcast

277: Patrick Schwerdtfeger – Emerging Anarchy in a Decentralized World

Jim Rembach May 13, 2020

Patrick Schwerdtfeger has made plenty of mistakes in his life, and a majority of those mistakes happened because he tried plenty of different things in his life. Yet, despite his many failures, Patrick never stopped and continued coming…

Top Resources

23 Best virtual team building activities for contact centers

Jim Rembach May 13, 2020 0

Virtual teams are becoming mainstream, especially in the contact center world. Still, this is not a common way of doing things that means you need to go out of your way for your contact center to provide the necessary support for your…

Fast Leader Podcast

276: Doug Conant – Become the Leader You Want to Be

Jim Rembach May 6, 2020

Doug Conant was recruited to work as the General Manager for a division in RJR Nabisco. After a rough first meeting with the chairman, Lou Gerstner, which turned out to be a test, Doug discovered how important it is to have the courage of…

Fast Leader Podcast

275: Annette Franz – Customer-Centric Leadership and Culture

Jim Rembach Apr 29, 2020

With the current pandemic going on, Annette Franz goes through this difficult situation with the help of her two teenage boys who lives together with her and shares some quality time with each other.

Contact Center Performance

8 Dangerous Types of Bias Contact Center Leaders Must Avoid

Jim Rembach Apr 24, 2020 0

These 8 types of bias contact center leaders face result in poor decisions that can cost the team and the contact center as a whole. As a leader, how do you make your decisions? Are you falling into the same trap many others make?

1 2 3 … 25 Next