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Keynote - Redefining Success - Making the Contact Center Matter to the Business

Tuesday Mar 25, 12:00 PM – 1:00 PM EDT — Sign Up For Events



As a former contact center leader, Justin Robbins knows the uphill battle of proving your value. While you’re fighting for a seat at the table, business leaders are rolling their eyes at metrics they see as laughable, irrelevant, or disconnected.

The truth? They don’t understand the value your contact center delivers—and it’s time to change that. In this candid and actionable session, Justin challenges contact center leaders to rethink how they measure success and communicate their impact. He’ll show you how to align metrics with business outcomes, speak the language of the C-Suite, and lead your team into the next era of service delivery.

You’ll tackle the hard questions:
  • How can you make contact center metrics meaningful to the rest of the business?
  • What does it take to fail fast, learn, and keep evolving?
  • How can you lead the charge in transforming service delivery for the future?

What You’ll Gain:
  • A clear plan to align metrics with business goals.
  • Tools to reframe your contact center’s value and elevate your role.
  • Strategies to innovate while staying relevant and stable.

It’s time to stop being misunderstood and start driving the business forward. Let’s make the contact center indispensable.   

Presenter:

Justin Robbins, Founder and Principal Analyst, Metric Sherpa

Justin Robbins Justin Robbins, Founder and Principal Analyst at Metric Sherpa

Justin is a customer service expert, professional speaker, and business consultant who helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices. Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, a professional member of the National Speakers Association and featured expert for the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets.