Education Session

Leadership Fundamentals in the Monitoring Center - Leadership Boot Camp, Part I
Friday, June 16, 2017 08:30AM - 09:30AM

Effective management is the cornerstone to successful monitoring companies. Factors like, advanced customer expectations, increased contact channels, and the heightened role of performance management and customer service are changing the traditional monitoring center environment. In this three-part session, you’ll learn core principles of managing an evolving monitoring center. The intensive boot camp is geared to provide monitoring center leaders with best practices in resource planning, monitoring center metrics/analysis and performance management. Gain the tools and insights necessary to make a real, lasting bottom-line financial impact.

In this first of three sessions, you’ll learn:
  • Best practices for delivering greater efficiency, higher customer satisfaction & loyalty, and strategic advantages back to your organization
  • Tips and tricks for ensuring that the natural dynamics and driving forces of the monitoring center are working for, and not against, you
  • Actionable insights, formulas, and standards on to best define and measure success in the monitoring center



Justin Robbins
Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets.

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