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Justin Robbins

Justin Robbins, Founder & Principal Analyst at Metric Sherpa.

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Recent Articles Most Viewed Articles
30 Tips to Improve Your Call Quality Monitoring

30 Tips to Improve Your Call Quality Monitoring

A Guide to Call Disposition Codes

A Guide to Call Disposition Codes

14 Practical Techniques to Improve Knowledge Management

14 Practical Techniques to Improve Knowledge Management

How to Calculate Conformance

How to Calculate Conformance

Using Customer Feedback to Improve Agent Performance

Using Customer Feedback to Improve Agent Performance

10 Expert Tips for Quality Assurance (QA)

10 Expert Tips for Quality Assurance (QA)

10 Strategies to Help Agents Feel Less Lonely

10 Strategies to Help Agents Feel Less Lonely

10 Expert Tips for Remote Working

10 Expert Tips for Remote Working

10 Expert Tips for Call Centre Metrics

10 Expert Tips for Call Centre Metrics

10 Expert Tips for Employee Engagement

10 Expert Tips for Employee Engagement

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8×8 Enters a Strategic Partnership With ULAP

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports