Justin Robbins - Call Centre Helper

Connect with Justin on LinkedIn "> Justin Robbins - Call 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

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

Create and Maintain a Positive Culture

Create and Maintain a Positive Culture

How to Continuously Improve Contact Centre Performance

How to Continuously Improve Contact Centre Performance

How to Prepare Agents for Team Leader Roles

How to Prepare Agents for Team Leader Roles

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

Contact Centre Benchmarking vs. Balanced Scorecard:…

Start Aligning Your Metrics With Long-Term Value

Start Aligning Your Metrics With Long-Term Value

10 Career Progression Opportunities to Offer Your Team

10 Career Progression Opportunities to Offer Your Team

10 Expert Tips for Quality Assurance (QA)

10 Expert Tips for Quality Assurance (QA)

How to Boost Customer Survey Response Rates

How to Boost Customer Survey Response Rates

The 10 Pillars of EX (Employee Experience)

The 10 Pillars of EX (Employee Experience)

10 Expert Tips for Remote Working

10 Expert Tips for Remote Working

35 Surefire Ways to Demotivate Your Best Agents

35 Surefire Ways to Demotivate Your Best Agents

Positive Habits for Your Contact Centre Team

Positive Habits for Your Contact Centre Team

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

10 Strategies to Help Agents Feel Less Lonely

10 Strategies to Help Agents Feel Less Lonely

10 Expert Tips for Call Centre Coaching

10 Expert Tips for Call Centre Coaching

Fresh Ideas to Spark Customer Engagement

Fresh Ideas to Spark Customer Engagement

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: How to Improve Trust in Automated Quality…

NiCE Signs $955 Million Deal to Acquire Cognigy

NiCE Signs $955 Million Deal to Acquire Cognigy

Using Customer Feedback to Improve Agent Performance

Using Customer Feedback to Improve Agent Performance

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

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

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?