Featured blog articles
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
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
Webinars
Featured library items
eBook: Transforming Contact Centre Performance
Turning every customer conversation into actionable insights that drive performance, compliance, and customer satisfaction.
eBook: Embracing Change – The Future of BPO and CX in the Age of Remote Work
Balancing technology, security, and human elements in work-from-home models.
eBook: The Rise (and Fall) of the Bots – How to Avoid Over-Boterisation
Dive into the dynamics of AI in customer service.
Featured case studies
Case Study: How LGR and Lumen Transformed QA, Compliance, Performance, and Retention with Callbi
LGR and Lumen Global Business Services transformed their quality assurance and performance environment by implementing Callbi Speech Analytics as a
Case Study: How Law for All Uses Callbi to Improve Quality, Compliance, and Client Retention
LAW FOR ALL is a South African legal insurance company that employs innovative legal experts who are passionately committed to
Case Study: How Debt-IN Uses Callbi to Deliver Consistent QA, Sharpen Strategy, and Strengthen Compliance
Debt-IN is a Durban-based specialist in credit and distressed debt recovery in South Africa.
Founded in 2008, it handles
Podcasts
Deep Dive Discussion #2 of 5: Understanding why ‘listening at scale’ is now essential
Deep Dive Discussion #1 of 5: Transforming Contact Centre Performance
Strategic Insights Episode #1: Rod Jones interviews Shadon Moodley
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