Episode 1: AI in Contact Centres: What’s Changing and Why It Matters
An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
How To Use The Callbi Speech Analytics ROI Calculator
How to use the Callbi Speech Analytics ROI Calculator Exploring the Callbi Speech Analytics ROI Calculator comes with absolutely no risks or costs. It does, however, have potentially great benefits and will lay bare how small changes in your contact centre can have big financial consequences. One of the key fundamentals of running an effective […]
Transforming Contact Centre Performance eBook Podcast Series: Episode 5
An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
Determining the Real Benefits of Speech Analytics
Determining the Real Benefits of Speech Analytics Speech analytics has become an essential technology used in modern contact centres. It has the capacity to help you gain deeper visibility, better quality assurance, improved compliance, smarter coaching, while reducing operational costs. But there is one question every organisation should ask before implementing it: what is the […]
Transforming Contact Centre Performance eBook Podcast Series: Episode 4
An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
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 […]