For decades the contact center industry has struggled to unleash its most important performance weapon. What makes this mystery so well kept? In this session, you’ll learn about the massive impact, mysterious debacles, why they fail, truths about performance coaching, and opportunities for you to seize.

The reality is, contact center performance rests solely on the shoulders of the frontline contact center supervisor, yet they should not accept any blame for failure. In this session, you’ll learn why.

Join us for this insight-packed webinar with Jim Rembach, President at Call Center Coach, and learn about how you can unleash your very own performance secret weapon and drive success in contact center performance, learn about things such as:

  • The single most profound, distinct and clarifying fact ever on agent engagement
  • The most important journey(s) you need to know, and the customer journey isn’t one
  • The 6 biggest changes you must make immediately?
  • The Top 13 reasons your contact center supervisors fail
  • 3 core truths that you must accept about contact center coaching

And learn about the findings from experts with over 250-years of combined experience on how to lead your contact center during rapid change.

Speaker:  Jim Rembach is an award-winning top contact center industry influencer. He is the President of Call Center Coach, Host of the Fast Leader Show Podcast and Host of the Contact Center Virtual Summit and the CX Success Summit. He is a Certified Emotional Intelligence Practitioner, Employee Retention Specialist, Better Place to Work Expert, Team Quotient Expert, and an Empathy Mapping Expert. And he’s crazy enough to be a middle-school baseball coach.