Rethinking Contact Centre Metrics in the Callback Era
Are traditional contact centre metrics starting to lose their meaning as technology changes how customers queue, wait, and connect? This session brings together experienced practitioners to examine whether the 80/20 service level standard still holds up, what abandonment rate really reveals about customer tolerance, and how workforce management principles apply well beyond the largest contact centres.
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October 2025 Call Centre Roundtable Host & Panel
The practitioners behind the discussion.
Justin Tippett
CEO | ACXPA
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Nadine Power
Senior Product Manager - Panviva | Upland Software
Connect on LinkedIn David Jaffe
Consulting Director & Founder | LimeBridge Australia
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