Callbi blog
Stay in the know with our
featured blogs and articles
to
best utilise speech
analytics
within your business
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…
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…
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
Blog
Climbing the Summit of Compliance: How Speech Analytics Transforms Call Centers
For today’s call centres, compliance is often an uphill battle, yet it’s a necessity that cannot be overlooked. Complex regulations, particularly in industries like finance