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Articles - Justin Robbins

Justin Robbins, Founder & Principal Analyst at Metric Sherpa.

Connect with Justin on LinkedIn

Customer Engagement puzzle piece

Fresh Ideas to Spark Customer Engagement

old telephone with question mark and the words 'call disposition codes'

A Guide to Call Disposition Codes

lady monitoring stats

30 Tips to Improve Your Call Quality Monitoring

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How to Calculate Conformance

10 Strategies to Help Agents Feel Less Lonely

Customer feedback increasing agent performance

Using Customer Feedback to Improve Agent Performance

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

Video Image: Employee Engagement – 10 Experts Share Their Favourite Advice

Video: Employee Engagement – 10 Experts Share Their Favourite Advice

Pillars in the clouds

The 10 Pillars of EX (Employee Experience)

14 Practical Techniques to Improve Knowledge Management

Bored and unmotivated worker

35 Surefire Ways to Demotivate Your Best Agents

Video Image: Quality Assurance – 10 Experts Share Their Favourite Advice

Video: Quality Assurance – 10 Experts Share Their Favourite Advice

Video Image: Call Centre Coaching – 10 Experts Share Their Favourite Advice

Video: Call Centre Coaching – 10 Experts Share Their Favourite Advice

Video Image: Remote Working – 10 Experts Share Their Favourite Advice

Video: Remote Working – 10 Experts Share Their Favourite Advice

Video Image: Call Centre Metrics – 10 Experts Share Their Favourite Advice

Video: Call Centre Metrics – 10 Experts Share Their Favourite Advice

Blurred background of an event with a magnifying glass in the front

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

Innovative best practices for first contact resolution featured image

Recorded Webinar: Innovative Best Practices for First Contact Resolution