Articles - 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
POPULAR
Is AI the “Silver Bullet” We’ve All Been Waiting For?
Is AI the “Silver Bullet” We’ve All Been Waiting For?
Hand shaking
RingCentral Seals Deal for AI WFM Provider – CommunityWFM
AI Futuristic Concept
What Vanguard, Domino’s, Assembled, and LevelAI Reveal About the Future
Want to Foster Knowledge Sharing Between Your Agents?
NiCE Signs $955 Million Deal to Acquire Cognigy
Agent data concept with illustration of graphs and employees looking at stats
Have Wallboards Had Their Day?
Customer feedback increasing agent performance
Using Customer Feedback to Improve Agent Performance
Customer Engagement puzzle piece
Fresh Ideas to Spark Customer Engagement
10 Strategies to Help Agents Feel Less Lonely
Blurred background of an event with a magnifying glass in the front
Three Cities, Three Events, and Uncovering the Real Challenges in CX
Social media concept with phone and icons
Get Up To Speed: The Latest on Messaging, Social Media, and Video
Benchmarking word cloud concept with abstract background
Call Centre Benchmarking 101
Bored and unmotivated worker
35 Surefire Ways to Demotivate Your Best Agents
Pillars in the clouds
The 10 Pillars of EX (Employee Experience)
Video Image: Call Centre Coaching – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Coaching
Innovative best practices for first contact resolution featured image
Recorded Webinar: Innovative Best Practices for First Contact Resolution
old telephone with question mark and the words 'call disposition codes'
A Guide to Call Disposition Codes
Hands Counting On Colorful Bead Abacus
How to Calculate Conformance
Video Image: Quality Assurance – 10 Experts Share Their Favourite Advice
10 Expert Tips for Quality Assurance (QA)
Video Image: Employee Engagement – 10 Experts Share Their Favourite Advice
10 Expert Tips for Employee Engagement
Video Image: Call Centre Metrics – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Metrics
Video Image: Remote Working – 10 Experts Share Their Favourite Advice
10 Expert Tips for Remote Working
14 Practical Techniques to Improve Knowledge Management
lady monitoring stats
30 Tips to Improve Your Call Quality Monitoring