Improve ROI In 2024 By Re-Evaluating Your Contact Centre Quality Assurance
Quality assurance (QA) has always been the bedrock of excellence in contact centres, ensuring that customer interactions meet predefined standards of service quality. Traditionally, measuring QA posed numerous challenges for contact centre managers, leading to inconsistencies, limited insights, and missed opportunities for improvement. However, the introduction of speech analytics has ushered in a paradigm shift […]
Enhancing First Contact Resolution (FCR) to Boost Contact Centre ROI in 2024 – Here’s How
First Contact Resolution (FCR) is often tossed aside in the race towards embracing cutting-edge technologies. What’s more, this disregard has resulted in a decline in customer satisfaction and, hence, a missed opportunity to improve return on investment (ROI). According to a study conducted by SQM Group, a 1% improvement in First Contact Resolution (FCR) can […]
Contact Centre Management: Improving KPI Measurement
Transforming The Way You Assess The Success Of Your Operations Many businesses stick religiously to gut feelings when it comes to KPI measurement. And for decades contact centre managers have relied on traditional methods to gauge KPIs. The problem? It’s wildly inaccurate, outdated, and it’s costing you. Over the last decade, speech analytics has transformed […]
Maximising Contact Center Performance
How Callbi Speech Analytics Provides 100% Call Coverage and Deep Insights Contact centres are constantly pressured to deliver excellent customer experiences while maintaining operational efficiency and compliance. To achieve these goals, managers must monitor and assess 100% of all conversations to identify areas for improvement and make data-driven decisions. However, manually monitoring and assessing every […]
Case Study: iWYZE Improves Operational Performance With Callbi’s Secure, Cloud-Based Speech Analytics
Traditional monitoring with tick sheets and spreadsheets used to be the only way of managing call centre quality and compliance. But when you consider the sheer volume of customer engagements typical in a call centre, this approach is simply too time-consuming and costly to add any real value. Plus, it can’t deliver the rich insights […]
Achieving 100% Quality Assurance with Callbi Speech Analytics
How to Ensure Every Conversation Meets Your Standards Quality assurance is a critical component of any contact centre’s operations. By monitoring and assessing 100% of all conversations, managers can ensure that their agents are meeting the company’s standards for customer experience and compliance. However, manually assessing every call can be time-consuming and extremely costly. Callbi […]
Achieving 100% Call Coverage with Callbi Speech Analytics
How to Monitor Every Conversation Across Multiple Languages Monitoring and analysing 100% of all customer interactions is crucial for contact centres to drive operational performance and customer satisfaction. However, with the rise of multilingual contact centres, monitoring every conversation can be challenging. That’s where Callbi Speech Analytics comes in, providing insights across multiple languages, such […]
AI-enabled speech analytics transforms contact centre quality and compliance
Artificial intelligence-driven speech analytics opens the door to intelligent insights and smarter engagements that allow for improved customer interactions The world has moved out the office and into the home. Remote working and a growing customer trust in virtual and online engagements have transformed how companies connect with their customers and manage their interactions. As […]
The business case for speech analytics
Customer experience is evolving, and more than ever contact centres need to keep up to date with modern technologies to remain relevant and competitive. Speech analytics is changing the way that contact centres operate by providing extremely powerful features that enables this critical customer contact point to deliver far better service, and resolve queries faster. […]
Translating context: the power of the human voice
Discovering the depths of conversations through an in-depth understanding of language pathology and human engagement The human voice can become the organisation’s most valuable asset – understanding it, interpreting it and using it to transform communication, collaboration and business insights. As customers increasingly learn to vote with their feet in competitive markets, it has never […]
