By
Erica Marois
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Date Published: August 19, 2024 - Last Updated September 12, 2024
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ICMI Contact Center Expo is officially two months away, and as we count down to the unforgettable week of learning, networking and fun, we’re excited to introduce you to some of our top-rated speakers. This week, the spotlight is on Justin Robbins, an ICMI Top 25 Thought Leader, keynote speaker and business advisor with a passion for helping organizations transform their customer experience strategies.
At this year’s event, Justin will be leading a breakout session on quality standards. Known for his infectious enthusiasm, passion, knowledge and signature bowtie, you won’t want to miss the chance to learn from Justin!
Curious to learn a bit more about what to expect at the event? We sat down with Justin to get a sneak peek of his session, plus top tips for first-time attendees and more.
ICMI Contact Center Expo Speaker Spotlight: An Exclusive Interview with Justin Robbins
You’ve attended Contact Center Expo several times. What advice do you have for first time attendees?
Robbins: Attending ICMI’s Contact Center Expo for the first time can be both exciting and overwhelming. The conference is packed with opportunities for growth, but it's easy to feel like you’re missing out on something if you don’t attend everything. Here’s how you can make the most of it without burning out.
- Don’t Overcommit: With so much to do, it’s tempting to fill every moment, but be sure to leave some downtime in your schedule. You’ll want space to connect with new people, explore ideas, or simply recharge. My wife jokes that she doesn’t expect to hear from me when I’m at a conference, but the truth is that your time at Contact Center Expo will move quickly and it’s important to be intentional with it.
- Set Clear Goals: A few weeks before the event, define a primary goal—whether it’s solving a problem, gaining new insights, or networking with key people. Then, pick one must-attend meal, session, and networking event each day that aligns with your goal. This will ensure your time is well spent.
- Network Intentionally: Networking can be daunting, but it doesn’t have to be. Start with action-oriented introductions, use the event app to connect with peers in advance, and don’t shy away from social events. Whether it’s a mini-golf tournament or a board game night, these activities are great ways to build meaningful connections.
Besides yours, which session(s) on the agenda excites you the most?
Robbins: Okay, I’ll answer this but with a gigantic asterisk. There are a TON of amazing sessions on this year’s agenda from some of the brightest minds in the industry. If I could get to every session from Brad Cleveland, Jeff Toister, Nate Brown, Leslie O’Flahavan, John Goodman, Karin Hurt, Jim Tincher, Josh Streets, Juanita Coley, Dan Smitley, or Doug Rabold, I would.
All of that said, and given what I’m working on these days, I’m most excited for Kyle Scheele’s keynote on October 23. I’ve followed his projects from the beginning and look forward to hearing his perspective and suggestions for how we can all increase our capacity for creativity and innovation.
Who should attend your session and what can they expect?
Robbins: My session is for contact center leaders who are frustrated with the status quo in service delivery. Traditional QA models often fall short, failing to drive sustainable improvements or foster innovation. In this interactive session, we’ll dissect what’s broken in these legacy programs and explore how evolving QA strategies can transform employee behavior and lead to lasting success. Expect a lively discussion with practical takeaways that you can implement immediately.
What’s one quick tip you can share to help contact centers improve their QA programs?
Robbins: Don’t overwhelm employees by reviewing every item on your QA form during coaching. Instead, focus on one or two key areas for improvement. This targeted approach helps employees build confidence and improve their skills more effectively, leading to sustained performance improvements.
Join Justin this October at Contact Center Expo
Date: Wednesday, October 23
Time: 11:30 am – 12:30 am
About Justin Robbins
Justin Robbins is a keynote speaker and business advisor with a passion for helping organizations transform their customer experience strategies.
Throughout his career, Justin has led diverse contact center teams, built successful service organizations, and developed global training programs that have consistently improved customer satisfaction and loyalty. He is a recognized thought leader, frequently presenting at industry conferences and featured in leading media outlets for his insights on emerging trends in CX and contact center operations.
In addition to his professional work, Justin serves on the Board of Directors at CX Accelerator, where he supports and connects CX professionals at all career stages. Outside of his professional life, Justin enjoys spending time at soccer games, dance recitals, perfecting his BBQ skills, and exploring his passion for music.