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Translating context: the power of the human voice
Discovering the depths of conversations through an in-depth understanding of language pathology and human engagement The human voice can become the organisation’s most valuable…
Blog
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 pre-COVID
Blog
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 Analytics.
Blog
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 centre
