Member Since: 30th Apr 2013
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.
President Call Center Coach
4th Aug 2017
Thanks for sharing your perspective. It would not be as difficult if it weren't for the way we manage performance and quality. It compounds the problem and amplifies the customer conflicts.
5th Jul 2017
The difference between cognition and behavior can be large when asking what they want or need. Observation and testing before you fully deploy should be fundamental practices.