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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….
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,…
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…
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Setting Sail for Exceptional Customer Experiences
Building The Ultimate Customer Experience Contact Centre Think of your business’s customer experience goals as a ship setting sail – to reach your destination, everyone
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Into the deep of contact centre management
Captain your contact centre into the deeper waters of customer delight Still puzzling over the key performance metrics in your contact centre? Below we discuss
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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
