Setting Sail for Exceptional Customer Experiences
Building The Ultimate Customer Experience Contact Centre Think of your business’s customer experience goals as a ship setting sail – to reach your destination, everyone needs to be on board, working in harmony towards the same goals. Delivering exceptional customer service isn’t just the responsibility of one department; it requires a unified, company-wide effort. And […]
Into the deep of contact centre management
Captain your contact centre into the deeper waters of customer delight Still puzzling over the key performance metrics in your contact centre? Below we discuss techniques and technology that will help you to confidently captain your contact centre from the shallows of mere customer satisfaction into the deeper waters of customer delight. Navigating techniques and […]
Exploring Callbi’s Features and an Incredible Call Center Success Story
Newsletter July 2024 This newsletter highlights Callbi’s powerful new features and success stories. Learn more about our features and find out how Callbi’s advanced analytics achieved significant financial savings and operational efficiency for a new customer. Over 100 deployments! When Callbi Speech Analytics was introduced to the South African contact centre and BPO industry a […]
Harnessing Speech Analytics to Boost Call Centre C-SAT
Boosting Your Call Centre’s C-SAT: The Art and Science of Customer Satisfaction Wouldn’t it be fantastic if you could easily measure every facet of your contact centre, flatten it out in a graph and make all your great leadership decisions based on these numbers? Smooth sailing all the way instead of row row row your […]
Charting a Course to Contact Centre Success with C-SAT Scores and Speech Analytics
Could minor adjustments based on C-SAT scores increase efficiency, staff contentment, and overall call centre improvement while also reducing costs? The answer lies in a seemingly simple metric: your customer satisfaction (C-SAT) score. Imagine your contact centre as a ship. C-SAT scores are your compass, guiding you towards calmer waters, happier passengers (customers), and a […]
Measuring the ROI of Speech Analytics: A Comprehensive Guide
A Guide to Measuring the ROI of Speech Analytics When it comes to speech analytics, determining the return on investment (ROI) is crucial for businesses looking to leverage this technology effectively. To stay ahead of the curve, contact centres are now using speech analytics solutions to gather valuable insights from customer interactions. Implementing speech analytics […]
AI in Contact Centre Management – Limitations & Capabilities
In the fast-paced evolution of contact centre technology, the allure of Artificial Intelligence (AI) as a remedy for all operational challenges is a myth. While AI brings transformative capabilities, it’s crucial to dispel the notion that it is the single answer to every woe faced in contact centre management. Understanding both its limitations and capabilities […]
Remote Contact Centre Management – The Benefits and Considerations
The landscape of contact centre management has undergone a remarkable transformation, with the increasing trend of remote work. In a paradigm shift from the pre-COVID era where 100% in-office work was the norm, today’s telecommunications business, in particular, has witnessed a drastic shift towards the work-from-home model. With the majority of individuals seamlessly operating from […]
Henriette’s View on Speech Analytics
Extracts from the Rod’sPod episode with Henriette Potgieter, Calbi’s Customer Success Executive Henriette currently holds the position of Customer Success Executive at Callbi Speech Analytics. She and her team are also responsible for the on-boarding and training of Insights Analysts for well over 120 Callbi customers. Here’s what she had to say: How she sees […]
Optimising Contact Centre Management By Reassessing The Measurement Of Average Handle Time (AHT)
Average handle time (AHT) remains a vital metric for contact managers looking to optimise their operations. Traditionally, measuring AHT posed significant challenges for contact centre managers. However, the introduction of speech analytics introduced a simple, but very insightful, method of monitoring this metric. In this exploration, we will be unpacking the traditional AHT measurement methods […]
