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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…
Blog
Exploring Callbi’s Features and an Incredible Call Center Success Story
Newsletter July 2024 This newsletter highlights Callbi’s powerful new features and success stories. Learn more about our features and find out how Callbi’s advanced analytics
Blog
Harnessing Speech Analytics to Boost Call Centre C-SAT
Boosting Your Call Centre’s C-SAT: The Art and Science of Customer Satisfaction Wouldn’t it be fantastic if you could easily measure every facet of your
Blog
Charting a Course to Contact Centre Success with C-SAT Scores and Speech Analytics
Could minor adjustments based on C-SAT scores increase efficiency, staff contentment, and overall call centre improvement while also reducing costs? The answer lies in a
