With deep experience running contact centers, consulting customer service teams, and advising CCaaS vendors, Justin Robbins is one of the industry’s most recognizable figures.
Now, as the Founder & Principal Analyst at Metric Sherpa, he will host a six-episode video mini-series on CX Today: Contact Center Talk.
Across each episode, he will explore a cornerstone contact center discipline, from workforce management (WFM) and quality assurance (QA) to remote working and AI.
In doing so, he and an expert guest will collate a series of best practices that contact center leaders can take and action within their operations.
CX Today will release an episode of Contact Center Talk throughout the festive period and into the New Year.
However, to begin with a bang, the first two episodes drop today and are available below. Enjoy!
Episode 1 – 10 Best Practices for Quality Assurance w/ Charlie Mitchell, Senior Editor of CX Today
For the inaugural episode of Contact Center Talk, Justin is joined by CX Today’s Charlie Mitchell, to discuss everything QA.
In doing so, they develop the following set of ten best practices.
- Best Practice #1 – Create a Connected Learning Strategy
- Best Practice #2 – Use More Than One Method to Evaluate Customer Interactions
- Best Practice #3 – Align Quality Scores with Customer Satisfaction
- Best Practice #4 – Recognize That Your Scorecard Is Not Your Quality Program
- Best Practice #5 – Demonstrate Unquantifiable Standards Within the Scorecard
- Best Practice #6 – Take More of a Behavior-Based Approach to QA
- Best Practice #7 – Build QA Into the Agent Onboarding Agenda
- Best Practice #8 – Beware of the Two Categories of Skills You Evaluate
- Best Practice #9 – Engage In Outlier Analysis
- Best Practice #10 – Better Manage Quality Calibration Sessions
Below, Justin and Charlie shed more light on the best practices, highlighting how contact center quality analysts, supervisors, and leaders can action each.
Episode 2 – 7 Best Practices for Contact Center AI w/ Matt Dickson, COO of Eclipse Telecom
For the second episode of Contact Center Talk, Justin is joined by Matt Dickson, COO & Head of CX Practice at Eclipse Telecom. They consider everything AI.
After introductions, they reflect on its challenges and opportunities. They then raise the following best practices, based on Dickson’s “seven sins of AI”.
- Best Practice #1 – Consider Where Automation Fits Within Your Brand
- Best Practice #2 – Understand Your “Exit Rows”
- Best Practice #3 – Locate Your “Circuit Breakers”
- Best Practice #4 – Think About Agent Enablement Before Automation
- Best Practice #5 – Make Your Mistakes Where Nobody Sees Them
- Best Practice #6 – Take a Broad View of Contact Center AI Use Cases
- Best Practice #7 – Continue Monitoring & Enhancing Your AI
Below, Justin and Matt delve deeper into the best practices, sharing many extra tidbits to help contact center leaders mold their AI strategies.
Never Miss an Episode of Contact Center Talk
For those who found the first two episodes of Contact Center Talk insightful, come back on Thursday when the next episode goes live!
It will feature Michele Rowan, President of the Work from Home Alliance, discussing how contact centers can – you guessed it – bolster their remote working strategies.
Don’t want to miss it? Then, subscribe to the CX Today Newsletter and have it delivered directly to your inbox.
Alternatively, subscribe to the CX Today YouTube channel and watch each video alongside all our other expert interviews.
