Strategic Insights: Rod Jones interviews CX/EX & Contact Centre expert, Shadon Moodley
Some stories are just too good not to tell. In this edition of the Strategic Insights Podcast, I had the privilege of speaking with Shadon Moodley, Executive for Shareholder Services at the Johannesburg Stock Exchange. What unfolded was not a conversation about telephony systems and service-level agreements (SLAs), but a heartfelt, deeply human narrative of […]
New Product Features
We’ve just launched two powerful updates that make managing your call centre easier, faster, and more insightful — right out of the box. Overview Dashboard You can now view the most important metrics for your call centre all in one place. No setup time required, we have done it all for you. Call Summaries No more […]
Assessing the quality of customer interactions
Changing Quality Assurance with Callbi’s Rating Sheets Feature In the highly competitive world of customer experience (CX) and business process outsourcing (BPO), contact centres face an ongoing challenge: how to accurately and efficiently assess the quality of customer interactions. Speech analytics solutions like Callbi have already transformed how contact centres monitor and evaluate calls, providing […]
April Newsletter
This edition of our newsletter rounds up the highlights from the past few months: new features, exciting initiatives, live discussions, success stories, and the people driving it all. From being named one of South Africa’s Top 10 Startups to launching impactful tools and leading important conversations around AI, we’re proud of the momentum—and grateful to […]
Logical approaches and knowledge
The potential impact of straightforward strategic practices in your contact centre Max Euwe, a high school mathematics teacher from the Netherlands, was an amateur in chess for most of his career. He could only play competitive chess during school holidays, so his opportunities for international chess games were very restricted. Max Euwe, however, left everyone […]
Mastering Contact Centre Chess
Just as a chess player carefully strategises each move, contact centre leaders must constantly analyse customer interactions to guide their agents in the right direction strategically.
Climbing the Peaks of a Diverse CX Landscape
How Interaction Analytics Elevates South African Contact Centres South Africa is bursting with vibrant cultures and languages. It’s beautiful, but it can pose a real challenge for businesses. Imagine trying to understand your customers when they speak any one of 11 different languages! That’s the reality for contact centres across the nation. These customer interactions […]
Blazing the Trail of Customer Experience: Using Speech Analytics for CX Excellence
Data drives almost every aspect of business today. Companies use this data to better understand customer needs and preferences and improve customer experiences (CX). Speech analytics is a powerful tool for improving customer experience (CX). It offers valuable insights into customer sentiment, behaviours, and needs, helping businesses understand their customers. With this in mind, let’s […]
Climbing the Summit of Compliance: How Speech Analytics Transforms Call Centers
For today’s call centres, compliance is often an uphill battle, yet it’s a necessity that cannot be overlooked. Complex regulations, particularly in industries like finance and healthcare, make compliance difficult to maintain. But, the right tools can turn this challenge into an advantage. That’s where speech analytics comes in. Far from being just a monitoring […]
Planning to Climb a CX Mountain? You Need a Great Compliance Backpack
Delivering exceptional customer experience (CX) is more than just good service – it’s the lifeblood of business growth. Companies that prioritise CX build stronger customer relationships, increase loyalty, and see tangible improvements in brand reputation and revenue. However, CX is often seen as being at odds with another crucial component of successful contact centres: compliance. […]
