Call Centre Roundtable • APRIL 2026

Call Centre KPIs Are Broken - What Still Matters in 2026

Are the KPIs you rely on actually improving performance — or quietly driving the wrong behaviours?

In this April 2026 ACXPA Contact Centre Roundtable, we challenge the role of legacy metrics like AHT, service level, and QA — unpacking what they were designed to do, what they drive today, and how leading contact centres are redefining performance.

Host: Justin Tippett
Panel: Nadine Power, David Jaffe
Duration: 58:49
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APRIL 2026 Call Centre Roundtable Host & Panel

The practitioners behind the discussion.

Panellist Nadine Power

Nadine Power

Senior Product Manager - Panviva | Upland Software

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Panellist David Jaffe

David Jaffe

Consulting Director & Founder | LimeBridge Australia

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