Coaching shouldn't feel like micromanagement. It should feel like momentum.

In this session, Justin Robbins breaks down why most coaching efforts underperform—and how contact center leaders can flip the script. Drawing from 20+ years of CX and ops leadership, he shares a modern coaching playbook built for today's teams.

Attendees will learn how to focus on meaningful performance signals (not just QA scores), create coaching rhythms that scale, and turn feedback conversations into culture-shaping moments.

If you're serious about improving performance, engagement, and retention—this is the session to attend.

Takeaway

1. Pinpoint why your current coaching approach isn't working—and how to fix it.
2. Break the cycle of compliance coaching and shift toward capability building.
3. Focus on performance signals that matter, not just scorecard metrics.
4. Equip frontline leaders with a coaching model that scales and sustains.
5. Get a Coaching Conversation Framework you can take back and apply immediately.