Justin Robbins Archives - Contact Centre Helper

Justin Robbins

Justin Robbins, Founder & Principal Analyst at Metric Sherpa

Justin helps software companies, investors, and business leaders cut through noise with research and insights that drive action. With over two decades experience, he bring one of the most well-rounded perspectives in customer experience.

Connect with Justin on LinkedIn

Recent Articles Most Viewed Articles

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: How to Improve Trust in Automated Quality…

How to Boost Customer Survey Response Rates

How to Boost Customer Survey Response Rates

CCW Las Vegas 2026 Preview: CX Leaders Have the Authority. Now They Have to Prove It

CCW Las Vegas 2026 Preview: CX Leaders Have the…

Start Aligning Your Metrics With Long-Term Value

Start Aligning Your Metrics With Long-Term Value

Are You Doing the Right Things to Reduce Hold Time?

Are You Doing the Right Things to Reduce Hold Time?

Top 10 Ways to Future-Proof Your Contact Centre

Top 10 Ways to Future-Proof Your Contact Centre

Is AI the “Silver Bullet” We’ve All Been Waiting For?

Is AI the “Silver Bullet” We’ve All Been Waiting For?

RingCentral Seals Deal for AI WFM Provider – CommunityWFM

RingCentral Seals Deal for AI WFM Provider –…

What Vanguard, Domino’s, Assembled, and LevelAI Reveal About the Future

What Vanguard, Domino’s, Assembled, and LevelAI Reveal…

Want to Foster Knowledge Sharing Between Your Agents?

Want to Foster Knowledge Sharing Between Your Agents?

NiCE Signs $955 Million Deal to Acquire Cognigy

NiCE Signs $955 Million Deal to Acquire Cognigy

Have Wallboards Had Their Day?

Have Wallboards Had Their Day?

Using Customer Feedback to Improve Agent Performance

Using Customer Feedback to Improve Agent Performance

Fresh Ideas to Spark Customer Engagement

Fresh Ideas to Spark Customer Engagement

10 Strategies to Help Agents Feel Less Lonely

10 Strategies to Help Agents Feel Less Lonely

Three Cities, Three Events, and Uncovering the Real Challenges in CX

Three Cities, Three Events, and Uncovering the Real…

Get Up To Speed: The Latest on Messaging, Social Media, and Video

Get Up To Speed: The Latest on Messaging, Social Media,…

Call Centre Benchmarking 101

Call Centre Benchmarking 101

35 Surefire Ways to Demotivate Your Best Agents

35 Surefire Ways to Demotivate Your Best Agents

The 10 Pillars of EX (Employee Experience)

The 10 Pillars of EX (Employee Experience)

10 Expert Tips for Call Centre Coaching

10 Expert Tips for Call Centre Coaching

Contact Centre Benchmarking vs. Balanced Scorecard: Which Is Best?

Contact Centre Benchmarking vs. Balanced Scorecard:…

Recorded Webinar: Innovative Best Practices for First Contact Resolution

Recorded Webinar: Innovative Best Practices for First…

A Guide to Call Disposition Codes

A Guide to Call Disposition Codes

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

Upcoming Events

4th August 2026

23rd August 2026

Contact.io Conference

How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

Upcoming Webinars

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: 10 New Tactics to Boost Your C-SAT

Webinar: Are You Wasting Your CX Data’s Potential?