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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…
Case Study: iWYZE Improves Operational Performance With Callbi’s Secure, Cloud-Based Speech Analytics
Traditional monitoring with tick sheets and spreadsheets used to be the only way of managing call centre quality and compliance. But when you consider…
Achieving 100% Quality Assurance with Callbi Speech Analytics
How to Ensure Every Conversation Meets Your Standards Quality assurance is a critical component of any contact centre’s operations. By monitoring and assessing 100%…
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
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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
Blog
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
