In this special edition of Coffee with Callbi, we celebrated Kedibone Mogashoa’s CCMG Award win for the “Most Effective Use of an Application.” She shared her inspiring journey from manual QA to leveraging Callbi to manage quality across a 40-agent team single-handedly.

The panel – Rod Jones, Henriette Potgieter, Nosihle Mbatha, and Corey Springett – unpacked the real value of speech analytics beyond automation, highlighting how tools like Callbi surface deep operational and customer insights.

Practical tips included starting small, building trust with agents, and aligning analytics with broader business goals. Corey previewed exciting new features, including near real-time transcription and in-call agent guidance. Henriette introduced the soon-to-launch Rating Sheets module, designed to blend manual and automated QA in one place.

The overarching message: speech analytics is a journey – one that transforms not only quality assurance but entire organisations.