Justin Robbins

Justin Robbins

Justin Robbins is community services manager and senior analyst at the International Customer Management Institute (ICMI) and community director at UBM Tech. Prior to joining ICMI, he was manager of training and guest experience at Hershey Entertainment & Resorts in Hershey, Pa.

Articles by Justin Robbins

Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees.
Posted June 09, 2017

Effectively guiding contact center agent engagement requires the right leadership and technologies.
Posted March 17, 2017

Quality assurance programs must be improved if customer experiences have any chance of getting better.
Posted December 23, 2016

Your contact center is the company's promise-keeper, so it needs to be given priority.
Posted October 14, 2016

Tips for avoiding the pitfalls of symptom-based management.
Posted July 01, 2016

Our well-intended efforts to improve the customer experience have backfired, and we actually made things more complicated for ourselves.
Posted March 11, 2016