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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…
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…
Blog
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
Blog
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
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
