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Watch the Latest Contact Centre Roundtable
In this October 2025 Roundtable, our panel tackles the realities of running high-performance contact centres.
- 🔥 Wait Times & Service Levels — Do these classic metrics still matter in a world of Apple’s new call-hold feature and virtual queuing? Plus, insights from the latest benchmarking on Australia’s top-performing centres.
- ✅ Abandonment Rate — Is it a valid metric, or are we measuring the wrong thing? We explore what “good” really looks like.
- 💡 WFM for All — Why workforce management isn’t just for big centres, and practical tips to boost efficiency in any operation.
⏱ Duration: 1:00:51
, Here’s Your One-Time Contact Centre Roundtable
In this October 2025 Roundtable, our panel tackles the realities of running high-performance contact centres.
- 🔥 Wait Times & Service Levels — Do these classic metrics still matter in a world of Apple’s new call-hold feature and virtual queuing? Plus, insights from the latest benchmarking on Australia’s top-performing centres.
- ✅ Abandonment Rate — Is it a valid metric, or are we measuring the wrong thing? We explore what “good” really looks like.
- 💡 WFM for All — Why workforce management isn’t just for big centres, and practical tips to boost efficiency in any operation.
⏱ Duration: 1:00:51
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