Five Levels of Listening in Modern Contact Centres
Listening sits at the heart of every meaningful customer interaction. This blog evaluates the quality of listening in modern contact centres.
A strong year for the contact centre and BPO industry in SA
2025 has been a strong year for the call and contact centre sector in South Africa, creating tens of thousands of jobs.
Transforming Contact Centre Performance eBook Podcast Series: Episode 2
Episode 2 of our podcast series, where we unpack and discuss the ideas from Rod Jones’ eBook, Transforming Contact Centre Performance
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 Podcast Series: Episode 1
Episode 1 of our podcast series where we unpack and discuss the ideas from Rod Jones’ eBook, Transforming Contact Centre Performance
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 is a goldmine of knowledge
Your contact centre is a goldmine of knowledge, where your customers are most honest. Listening to the voice of your customer is crucial.
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 […]
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 […]