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Jim Rembach
Jim Rembach - Call Center Coach
Jim Rembach
Member Since: 30th Apr 2013
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Jim Rembach is a twenty-five year contact center veteran, Host of the Fast Leader Show, and President of Call Center Coach. Jim is a Certified Emotional Intelligence Practitioner, Certified Contact Center Auditor, Better Place to Work Expert, and is a CX Expert panel member for the Customer Experience Professionals Association (CXPA). He is the author of nine books, introducing leading insights into contact center quality, analytics, surveys, employee engagement, customer experience, Voice of the Customer, Big Data, and Customer-centric Leadership Development. Jim helps frontline contact center supervisors improve their skills in the six core competencies found in high-performaing supervisors.

Jim Rembach
President Call Center Coach
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3rd Aug 2017

The secrets to call centre agent retention

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys,...
Blog
29th Jun 2017

The shocking truth behind contact centre empathy

While sitting on the panel during a town hall meeting of contact centre leaders I was asked by one of the attendees Mary, “I need to...
Blog
3rd Jan 2017

Why contact centre supervisors can struggle

When I began my call centre supervisor career I did not truly understood the importance of my job. Now I realise the frontline supervisor...
Blog
9th Apr 2015

Lost Art of Asking Questions is Priceless

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to...
Blog
19th Feb 2015

How email is making you stupid

Do you think that if you were doing something that was lowering your intelligence you would stop doing it? A good common sense track record...
Blog

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