Callbi blog
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We’ve just launched two powerful updates: Rating Sheets for agent performance tracking, and isiXhosa language support in transcriptions — bringing you closer to your…
Your contact centre: a goldmine of knowledge
There’s no shortage of customer data in today’s businesses. Surveys, support tickets, reviews, social media mentions, call recordings — the list goes on. While…
The Truth About Speech Analytics
Clear advantages of Speech Analytics at Contact Centres Speech analytics is an incredible tool that has the potential to significantly improve contact centre operations….
Strategic Insights: Rod Jones interviews CX/EX & Contact Centre expert, Shadon Moodley
Some stories are just too good not to tell. In this edition of the Strategic Insights Podcast, I had the privilege of speaking with…
We’ve just launched two powerful updates that make managing your call centre easier, faster, and more insightful — right out of the box. Overview…
Assessing the quality of customer interactions
Changing Quality Assurance with Callbi’s Rating Sheets Feature In the highly competitive world of customer experience (CX) and business process outsourcing (BPO), contact centres…
Blog
Transforming Contact Centre Performance eBook Podcast Series: Episode 3
An inside look at how Callbi Speech Analytics turns the Voice of the Customer into real operational performance, efficiency, and cultural transformation.
Blog
Five Levels of Listening in Modern Contact Centres
Listening sits at the heart of every meaningful customer interaction. Even as technology, channels and expectations have evolved, the quality of listening remains one of
Blog
A strong year for the contact centre and BPO industry in SA
If 2020–2023 were the years that proved South Africa’s contact centres could weather disruption, then 2024–2025 have been the years the industry started playing offence.