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ICMI Announces the Promotion of Justin Robbins as Senior Analyst

International Customer Management Institute (ICMI) Announces the Promotion of Justin Robbins as Senior Analyst

ICMI Builds on Its History of Providing Contact Center Best Practices and Strategic Insights by Adding a Renowned, Award Winning, Thought Leading Customer Service Professional to Its Leadership Team

Colorado Springs, CO; July 23, 2014 – ICMI, the leading global provider of comprehensive resources for customer management professionals, has promoted Justin Robbins to Senior Analyst.

Mr. Robbins, who has been leading training development at ICMI for almost two years, will be setting strategic content direction and leading contact center industry research for icmi.com. “The contact center industry is transforming before our eyes and I feel both honored and privileged to be serving as the voice of the future for the ICMI community”, said Robbins.  “We’re so fortunate to have an amazing network of practitioners and solution providers and I look forward to driving increased synergy, enhanced content, and long-term value for everyone who looks to us as the industry leader in contact center expertise.”

“The promotion of Justin into the Senior Analyst role is a huge win for the contact center community. His industry expertise and extensive training background will be key in evolving the content we deliver, and how the community engages with one another,” noted Marta Kelsey, Marketing and Community Director, ICMI. “Justin’s comprehensive understanding of both the day-to-day and strategic needs of contact center industry professionals will greatly benefit ICMI and our network.”

Mr. Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed training and professional certification programs for ICMI and has personally trained thousands of individuals around the globe on contact center best practices.

In Justin’s new role, he will be collaborating closely with contact center solution providers to analyze trends and support industry best practices.  Justin will be authoring research focused on emerging trends in the contact center. He will also be working with Erica Strother, ICMI’s Community Specialist, to build out ICMI’s network of contributors and evolve ICMI’s online community.

“ICMI is 100% committed to improving contact centers at every level. Justin reflects this commitment. His direct experience as a contact center practitioner, as a contact center trainer, and as an industry thought leader make him a perfect fit for this important role for ICMI and the contact center community,” noted Tara Gibb, Global Brand Director, ICMI. “We know he will make a huge impact.”