The wrong metrics are killing your contact center.

Leaders are still chasing outdated KPIs that don't reflect what customers want, what employees need, or what the business values. Meanwhile, AI is reshaping frontline work, automation is scaling faster than strategy, and "doing more with less" has become the expectation—not the exception.

In this half-day workshop, Justin Robbins pulls back the curtain on what's broken in contact center performance management—and how to fix it. Through research-backed insights and real-world examples, participants will learn how to design a modern performance framework that drives sustainable outcomes.

Forget the buzzwords. This session is built for CX leaders who are ready to ditch vanity metrics, rewire coaching and QA, and lead their teams into the future with clarity and confidence.

Takeaway

1. Recognize the hidden costs of outdated metrics—and how they're holding your team back.
2. Redefine success by aligning contact center KPIs with customer experience, employee engagement, and business impact.
3. Learn a proven framework for evaluating what to automate, what to humanize, and where AI creates real value.
4. Reimagine QA and coaching as strategic tools for growth—not compliance checkboxes.
5. Walk away with tools: You'll leave with a KPI Shift Map, AQA Decision Matrix, and an Action Plan you can put into practice on Monday.