Transforming Contact Centre Performance eBook Podcast Series: Episode 3
An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
Five Levels of Listening in Modern Contact Centres
Listening sits at the heart of every meaningful customer interaction. Even as technology, channels and expectations have evolved, the quality of listening remains one of the most important determinants of the customer experience. Yet listening is not a binary action. It is not simply something we do or do not do. It exists on a […]
A strong year for the contact centre and BPO industry in SA
If 2020–2023 were the years that proved South Africa’s contact centres could weather disruption, then 2024–2025 have been the years the industry started playing offence. Across the country – and especially in Cape Town and the Western Cape – the contact centre and BPO sector has shifted from “cost-saving back office” to a strategic export […]
Transforming Contact Centre Performance eBook Podcast Series: Episode 2
An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
November Newsletter
In this edition, we’re kicking things off with two incredible real-world case studies. You’ll get a quick look at how Cash Connect and Debt-IN are using Callbi to run more efficient contact centres. We’ll also share some of the latest Callbi features, highlights from recent events and exhibitions, and invite you to join upcoming live […]
Transforming Contact Centre Performance eBook – Podcast Series: Episode 1
An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
Callbi Product Features Update | August 2025
We’ve just launched two powerful updates: Rating Sheets for agent performance tracking, and isiXhosa language support in transcriptions — bringing you closer to your customers than ever before. Rating Sheets Easily manage call reviews with Rating Sheets — complete templates, assign follow-ups, and track quality in one place. Rating Sheets has launched! All users now […]
Your contact centre: a goldmine of knowledge
There’s no shortage of customer data in today’s businesses. Surveys, support tickets, reviews, social media mentions, call recordings — the list goes on. While companies historically struggled to get data on customers, the amount of data available nowadays is overwhelming. It’s one of the great ironies of our time: as the volume of customer data […]
The Truth About Speech Analytics
Clear advantages of Speech Analytics at Contact Centres Speech analytics is an incredible tool that has the potential to significantly improve contact centre operations. Better operational efficiency will have a direct impact on contact centre cost savings with faster ROI. Correct implementation of Speech Analytics in Contact centres will lead to greater customer satisfaction and […]
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 […]