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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 Analytics.

Average handle time (AHT) remains a vital metric for contact managers looking to optimise their operations. Traditionally, measuring AHT posed significant challenges for contact centre

Quality assurance (QA) has always been the bedrock of excellence in contact centres, ensuring that customer interactions meet predefined standards of service quality.  Traditionally, measuring