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speech analytics return on investment

Measuring the ROI of Speech Analytics: A Comprehensive Guide

A Guide to Measuring the ROI of Speech Analytics When it comes to speech analytics, determining the return on investment (ROI) is crucial for…

AI in Contact Centre Management – Limitations & Capabilities

In the fast-paced evolution of contact centre technology, the allure of Artificial Intelligence (AI) as a remedy for all operational challenges is a myth….

Remote Contact Centre Management – The Benefits and Considerations

The landscape of contact centre management has undergone a remarkable transformation, with the increasing trend of remote work. In a paradigm shift from the…

Henriette’s View on Speech Analytics

Extracts from the Rod’sPod episode with Henriette Potgieter, Calbi’s Customer Success Executive Henriette currently holds the position of Customer Success Executive at Callbi Speech…

Optimising Contact Centre Management By Reassessing The Measurement Of Average Handle Time (AHT)

Average handle time (AHT) remains a vital metric for contact managers looking to optimise their operations. Traditionally, measuring AHT posed significant challenges for contact…

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,…