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.