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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,…
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…
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…
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…
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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 businesses
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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. While
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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 pre-COVID
