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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…
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…
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…
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…
Blog
Mastering Contact Centre Chess
Just as a chess player carefully strategises each move, contact centre leaders must constantly analyse customer interactions to guide their agents in the right direction strategically.
Blog
Climbing the Peaks of a Diverse CX Landscape
How Interaction Analytics Elevates South African Contact Centres South Africa is bursting with vibrant cultures and languages. It’s beautiful, but it can pose a real
Blog
Blazing the Trail of Customer Experience: Using Speech Analytics for CX Excellence
Data drives almost every aspect of business today. Companies use this data to better understand customer needs and preferences and improve customer experiences (CX). Speech