ACXPA Call Centre Community

Call Centre Roundtables

Each month, Australia's leading contact centre practitioners tackle the real issues — workforce management, technology, leadership, and culture. Watch the latest replay free, or unlock the complete archive and the ACXPA practitioner resource library.

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The sharpest contact centre minds are watching — and acting on it

Every session is unscripted, practitioner-led discussion you won't find anywhere else. Subscribe free to watch the latest, or unlock the complete archive and ACXPA's full member resource library.

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  • 📊 WFM Hub (Members) — workforce management tools & benchmarks
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Justin Tippett Nadine Power David Jaffe Jeremy Marriott
Everyone's still watching AI — but the forces actually reshaping contact centres right now are offshoring, broken basics, and a wave of new legislation.

So what's really moving the floor?

In this August 2026 ACXPA Contact Centre Roundtable, Justin Tippett, Nadine Power, David Jaffe and Jeremy Marriott look past the hype at the offshore comeback playing out at Coles, Qantas and Officeworks, the unglamorous basics still tripping centres up, and the regulations circling the industry — from Same Job Same Pay to AI monitoring.
Topics: offshoring, business process outsourcing, AI in contact centres, AI cost and ROI, IVR menu design, self-service, workforce management, industrial relations compliance, work from home, psychosocial safety, resolution-based pricing, employee experience
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Justin Tippett Nadine Power
Every year the whole industry floods into Las Vegas for the world's biggest contact centre event — but once you strip away the celebrity keynotes and the LinkedIn humble-brags, how much of it is genuinely shipping in real centres, and how much simply won't survive the trip back to Australia?

In this July 2026 ACXPA Contact Centre Roundtable, Justin Tippett gets the honest download from Nadine Power, straight off the plane from CCW Las Vegas — what actually stood out, what was noise, and what the US shift toward self-service, resolution-led metrics and agentic AI really means for us here.
Topics: self-service, knowledge management, voicebots, virtual agents, agentic AI, customer analytics, first call resolution, CSAT, employee attrition, BPO technology enablement, contact centre KPIs, agent assist
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Justin Tippett Nadine Power Samantha Middlebrook
Six months ago the predictions for 2026 were everywhere — AI was going to reshape everything and efficiency would take care of itself, so how many of those promises have actually held up on the floor, and what has the year really cost the teams expected to deliver them?

In this June 2026 ACXPA Contact Centre Roundtable, the panel takes an honest mid-year stocktake — separating the AI promises from what is genuinely working in live operations, and examining how cost-of-living pressure is reshaping both customer behaviour and the day-to-day reality for frontline agents.
Topics: AI in contact centres, change management, total cost of ownership, vendor selection, workforce management, AI self-service, quality assurance, team leader coaching, employee experience, agent attrition, outcome-based pricing, contact centre outsourcing
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Justin Tippett Nadine Power David Jaffe
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.
Topics: contact centre KPIs, service level targets, service levels, abandonment rate, average handle time, AHT, ASA, average speed of answer, workforce management, attrition, adherence, quality assurance, call centre benchmarking, KPI measurement, workforce planning, contact centre performance
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Justin Tippett Nadine Power David Jaffe Brandon Davis
Why do contact centres often push performance harder than people can sustainably deliver?

In this March 2026 ACXPA Contact Centre Roundtable, we explore the frontline realities shaping modern operations — from leadership capability and workforce pressure to the cultural impact of KPI-driven environments.
Topics: team leader development, leadership pipeline, coaching time, agent burnout, workforce management, occupancy rate, WFM literacy, cognitive load, absenteeism, metric gaming, employee wellbeing, frontline leadership, staff retention, recovery time, team leader ratios
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Justin Tippett Nadine Power Brady Jacobsen Jeremy Marriott
Are the promises around AI in contact centres matching the operational reality?

In this February 2026 ACXPA Contact Centre Roundtable, our panel cuts through the hype to explore where AI is already delivering measurable value — where expectations aren’t being met — and what leaders should prioritise as these technologies move from pilots into live environments.
Topics: agentic AI, AI deployment, self-service automation, knowledge management, roles and permissions, WFM automation, agent assist, AI forecasting, call summarisation, quality assurance AI, multiskilled agents, proof of concept, open systems, agent burnout
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Justin Tippett Nadine Power David Jaffe
What actually worked in 2025 — and what should contact centres leave behind?

In this December 2025 ACXPA Contact Centre Roundtable, our panel unpacks the year that was — from the wins worth keeping and the initiatives that fell flat, to the surprises that shifted priorities across Australian contact centres and what every leader should be planning for in 2026.
Topics: AI in contact centres, agentic AI, workforce management, change management, knowledge management, call quality, agent attrition, operational efficiency, team leader coaching, call summarisation, workforce planning, technology adoption
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Justin Tippett Nadine Power Brandon Davis David Jaffe
Peak demand can expose the cracks in even well-run contact centres — so how do leaders manage the surge without burning out their people or breaking the operation?

In this November 2025 ACXPA Contact Centre Roundtable, our panel explores how to plan for volume spikes, treat metrics like FCR as diagnostic tools rather than trophies, and keep teams engaged and performing when occupancy climbs and patience wears thin.
Topics: peak demand planning, contact centre surge management, first call resolution, FCR measurement, agent occupancy, workforce management, shrinkage, call routing, WFM, agent engagement, virtual hold, team leader coaching, seasonal volume spikes
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Justin Tippett Nadine Power Julie-Anne Hazlett David Jaffe
Are traditional contact centre metrics starting to lose their meaning as technology changes how customers queue, wait, and connect?

In this October 2025 ACXPA Contact Centre Roundtable, our panel explores whether service levels and wait time targets still hold up in a world of automated callbacks and new platform features, what abandonment really tells leaders about customer behaviour, and how practical workforce management strategies can improve efficiency beyond the largest contact centres.
Topics: service level, abandonment rate, workforce management, average speed of answer, callback technology, virtual queue, interval planning, shrinkage, forecasting, contact centre benchmarking, 80/20 service level, WFM tools
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Justin Tippett Nadine Power Brandon Davis Anthony Marafioti
As contact centres navigate talent shortages, evolving technology, and rising expectations, what actually matters when it comes to hiring the right people and building the skills that drive performance?

In this September 2025 ACXPA Contact Centre Roundtable, our panel explores whether AI is helping or complicating recruitment, which soft skills still separate great agents from average ones, and how leaders can protect time for coaching and development in operations that never seem to slow down.
Topics: contact centre recruitment, AI in hiring, soft skills training, agent coaching, call centre quality assurance, workforce management, microlearning, QA scorecard, role play coaching, frontline development
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Justin Tippett Nadine Power Brandon Davis Anthony Marafioti
With AI accelerating automation and customers expecting faster, simpler interactions, are contact centre roles disappearing — or simply evolving into something new?

In this August 2025 ACXPA Contact Centre Roundtable, our panel explores whether AI is genuinely replacing frontline roles or reshaping them, whether traditional push-button IVR still has a place in modern customer journeys, and the practical efficiency improvements leaders can implement right now inside their contact centres.
Topics: AI in contact centres, contact centre automation, IVR replacement, AI agents, workforce management, agent assist, contact centre efficiency, call routing, natural language IVR, job displacement AI, frontline roles, call centre technology
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Who are the Call Centre Roundtables for?

Our monthly contact centre roundtables are for anyone in a contact centre leadership, planning or operational role — regardless of industry, function or experience level. If you're driving performance, leading teams, or working to improve customer and employee outcomes, you're in the right place.

Contact Centre Managers (public & private sector)
Operations Managers & Service Delivery Leaders
Workforce Planners & Team Schedulers
Quality Assurance & Team Coaches
Team Leaders & Supervisors
Customer Experience & Customer Service Managers
Training & L&D Leads
Vendor or BPO Managers
Anyone across inbound, outbound or multichannel contact centres — sales, service, or support

Whether you're new to the role or a seasoned pro, you'll find ideas, peers, and inspiration to help you lead with confidence.

Contact Centre Roundtables — Fast Facts

Everything you need to know about how our monthly call centre roundtables work.

📅
Monthly — second Wednesday, 11:00 AEDT/AEST

Sessions run live online every month. Subscribe free to watch the latest replay on demand anytime after it airs.

🎙️
Expert-led, unscripted discussion

Hosted by Justin Tippett with a rotating panel of experienced contact centre professionals. Real talk. No sales pitches.

▶️
Watch the latest replay free

Subscribe free to watch the most recent session in full. Members unlock the complete archive of every past roundtable on demand.

💬
Live Q&A with the panel

Every session includes live audience Q&A. ACXPA Members can also submit questions in advance to be tackled by the panel.

📝
Executive summaries & leader briefs Members

Distilled insights and ready-to-share leader briefs for every session — no note-taking required.

🔍
Searchable transcripts — every session Members

Every word spoken across the full archive is indexed. Find any topic, insight or comment and jump straight to that moment.

Next Contact Centre Roundtable
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Monthly — second Wednesday, 11:00 AEDT/AEST
—
until session
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🎯 What to expect — session format

Each month follows the same fast-paced, no-fluff format — crafted to spark conversation, challenge assumptions, and deliver insights you can actually use. Everyone can ask questions live during the session - Members can submit questions in advance.

👋
Intro
Meet the host and panellists, set the stage, and get ready to dive in.
🔥
Segment one — hot contact centre topic of the month
We unpack one major issue or theme impacting contact centres right now — from staffing to tech to service levels.
✅
Segment two — the reality check
We hone in on a particular contact centre practice to challenge outdated concepts and hard truths others avoid — all grounded in real-world data and experience.
💡
Segment three — solution lab
A common challenge contact centre managers face goes to the panel. They unpack the issue and share practical, empowering approaches you can use if the same challenge lands on your desk.
🎤
Segment four — open house
We answer live questions and those submitted ahead of time by ACXPA Members — raw, honest, and unscripted. Submit your question below before each session.

🎙️ Host & regular panellists

Our roundtables are led by Justin Tippett with a rotating expert panel of experienced contact centre professionals. Each brings real-world insight from the coalface.

Roundtable Host
Justin Tippett

One of Australia's most recognised contact centre and customer experience experts, with over 30 years of experience shaping the industry. As CEO of ACXPA and host of the Contact Centre Roundtables, Justin facilitates high-energy conversations with frontline leaders on topics including emerging technology, workforce management, quality assurance, benchmarking, and leadership in complex operational environments.

Connect with Justin on LinkedIn
Brandon Davis
Brandon Davis
General Manager, Residential Customer Service, Aussie Broadband
With 25+ years in contact centre leadership, Brandon specialises in transforming large, complex operations. From aged care to local government, he builds high-performing teams and delivers seamless multichannel experiences that work for both customers and staff.
LinkedIn →
Nadine Power
Nadine Power
Senior Product Manager — Panviva, Upland Software
With 24+ years in contact centres, CX, digital transformation and customer success, Nadine is known for leading high-impact change across financial services, telcos, and tech. A SaaS-savvy strategist and change expert bringing hands-on insight into innovation and meaningful service improvements.
LinkedIn →
Brady Jacobsen
Brady Jacobsen
Chief Customer Officer, fullstop.ai
A long-time contact centre and AI strategist, Brady helps organisations deploy automation that complements — not replaces — the human touch. He's worked across government and enterprise to make contact centres more scalable, responsive and ethically designed.
LinkedIn →
Deanne Martin
Deanne Martin
Head of Customer Experience & Service, SEEK
Deanne is reimagining contact centres as strategic talent hubs. At SEEK, she leads with empathy, creativity and agile hiring practices — driving innovation while building capability and confidence in frontline teams.
LinkedIn →
Anthony Marafioti
Anthony Marafioti
National Operations Manager, AGL Energy
With 18+ years leading contact centre and operational transformation, Anthony blends strategic thinking with a relentless drive for excellence. From high-growth startups to distressed turnarounds, he empowers leadership teams to deliver scalable, high-impact results.
LinkedIn →
Julie-Anne Hazlett
Julie-Anne Hazlett
Head of WFO Strategy, CallDesign
Known as 'J.A.', Julie-Anne is a dynamic force in Workforce Optimisation with global experience across diverse contact centres. A recognised WFM expert, she has trained and guided countless professionals on maximising employee engagement and operational efficiency.
LinkedIn →
Jeremy Marriott
Jeremy Marriott
Head of Growth & Innovation APAC, CallDesign
A workforce planning strategist and innovation leader with 20+ years helping organisations optimise their human and digital workforces. Jeremy focuses on rethinking outdated contact centre practices with smarter, AI-driven operating models and real-time resource optimisation.
LinkedIn →
David Jaffe
David Jaffe
Consulting Director & Founder, LimeBridge Australia
Co-author of three influential books on customer experience, including The Frictionless Organisation. As founder of LimeBridge Australia, David has consulted to 100+ companies across Australia, Asia, Europe and North America.
LinkedIn →
Samantha Middlebrook
Samantha Middlebrook
Product & Technology Strategist
A product and technology strategist with over a decade in M&A, AI-driven transformation, and global go-to-market pivots. Recognised internationally for product marketing, Samantha turns complex technology into clear value — keeping humans at the heart of every decision to drive adoption and growth.
LinkedIn →
Zak Anderson
Zak Anderson
CX Transformation Lead, AF Legal
A senior contact centre and service operations leader with over a decade stabilising and scaling complex environments across Defence, financial services, and government. Zak treats CX and quality failures as systemic rather than workforce-driven, restoring operational clarity where performance carries regulatory and public consequence.
LinkedIn →
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Future panellist
Passionate about contact centres? We're always looking for authentic, experienced professionals who want to give back to the community.
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📅 Add to your calendar

Add the full series to your calendar so the date is always in your diary — sessions appear automatically each month, no manual updates needed. Turn on reminder emails in Subscriber Preferences so we can send you the confirmed topic and guest panellists a few days before each session.

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These subscribe you to the series, so the calendar updates itself if a session ever moves. Personal Outlook.com account? Use this link instead. Prefer a one-off entry that never updates? Download a .ics file.

📅 Add to calendar — Use the links above to add the full recurring series to your calendar so you always know when the next session is on. Sessions appear automatically each month — no manual updates needed.

🔔 Turn on reminder emails — Your calendar will show the date, but reminder emails do much more. A few days before each session we'll send you the confirmed topic, guest panellists. Manage this in Subscriber Preferences.
Join thousands of Australian contact centre professionals

Watch free — or unlock everything with Membership

Subscribe free to watch the latest replay. Upgrade to Membership for the complete archive, transcript search, and the ACXPA practitioner resource library.

  • 🎬 Latest replay free — subscribe in 30 seconds, no credit card
  • 📚 Full archive (Members) — every past session on demand
  • 🔍 Transcript search (Members) — find any moment across all sessions
  • 🏢 Call Centre Hub (Members) — the most comprehensive practitioner-led CC resource library
  • 📊 WFM Hub (Members) — workforce management tools & benchmarks
  • 🏆 CC Rankings (Members) — CC benchmarking data
  • 🎤 Ask the panel (Members) — get your question tackled by experts live

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Now recruiting panellists

🎤 Want to join the panel?

We're looking for experienced contact centre leaders, practitioners and vendors to join our rotating panel. No scripts, no sales pitches — just sharp, unscripted discussion that shapes the industry.

  • Build your profile as a thought leader in front of a live industry audience
  • Get ongoing exposure across video replays, searchable transcripts, key moments highlights and social channels
  • Held second Wednesday of each month, 11:00–12:00 AET
Apply to join the panel →