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SUMMARY:CCNG February Town Hall Led by Justin Robbins
DESCRIPTION:RSVP by emailing jillian@ccng.com \nWhy Your Team Is Exhausted\, and What Contact Center Leaders Control\nContact center teams operate under constant pressure. Volume volatility\, rigid metrics\, inefficient processes\, and limited decision authority compound into daily strain that erodes judgment\, energy\, and trust. \nSupervisors\, managers\, and directors sit at the center of this pressure. They translate strategy into schedules\, policies into behaviors\, and metrics into real-time trade-offs. When strain goes unmanaged\, leaders spend their time reacting instead of leading. Performance flattens\, coaching weakens\, and attrition risk rises. \nThis interactive session gives contact center leaders a practical way to identify and reduce the strain they control. \nParticipants will learn how to: \n\nIdentify the most common sources of strain inside contact center operations.\nSee how process design\, metrics\, and decision rights shape frontline behavior.\nDetermine what leaders can fix immediately versus what must be clarified or escalated.\nReduce friction that drives rework\, disengagement\, and turnover risk.\nMake targeted changes that improve outcomes without increasing workload.\n\nAttendees will leave with a clear framework they can apply to their own teams and one concrete action to reduce unnecessary pressure within their span of control. \n  \n\n\nMeet Your Member Facilitator:\nJustin Robbins\nFounder & Principal Analyst\n\nMetric Sherpa\, Inc\n  \nJustin Robbins is a leadership and customer experience expert with more than 20 years of experience helping organizations close the gap between intention and execution. His work spans contact center operations\, in-person service delivery\, quality assurance\, workforce development\, and CX strategy\, with a consistent focus on turning ideas into action. \nAcross his career\, Justin has worked inside operations\, advised global brands\, and partnered with SaaS leaders to shape how work gets done and how people experience it. His perspective bridges employees and executives\, combining practical execution with a deep understanding of how trust\, purpose\, and clarity drive performance. \nThrough his writing\, research\, and speaking\, Justin challenges leaders to move beyond slogans and create environments where people can find meaning\, energy\, and pride in their work again.
URL:https://ccng.com/event/ccng-february-town-hall-led-by-justin-robbins/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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