Coffee with Callbi: Get the most out of Callbi Speech Analytics – 7 April

Please complete the form below to receive the video link

Topic

Interactive “How to” discussions and Q&A on Callbi Speech Analytics

Date & Time

7 April 2026, 09:00 AM

Speakers

Rod Jones, Corey Springett, Jonathan Lewarne, and Roz Broome

Summary

This month’s Coffee with Callbi takes a more interactive approach, with Rod Jones and Corey Springett joined by Jonathan Lewarne and Roz Broome to explore how contact centres can better quantify value and “show the money.” The session highlights how speech analytics and ROI modelling help uncover hidden costs, improve efficiency, and drive more informed, data-led decisions.

Overview

In this month’s Coffee with Callbi, we took a slightly different approach.

With two of our regular contributors unavailable, the session evolved into a highly interactive discussion featuring live input from industry practitioners. Joining Rod Jones and Corey Springett were special guests Jonathan Lewarne and Roz Broome, both bringing real-world experience from the front lines of CX and BPO operations.

The discussion focused on a critical issue facing many contact centre leaders:
How do you quantify value, justify investment, and truly “show the money”?

Key themes explored include:

  • Why most contact centres still cannot accurately calculate cost per call minute
  • How Callbi’s ROI Calculator translates operational improvements into financial outcomes
  • The hidden cost of silent time and its direct impact on efficiency and profitability
  • Using speech analytics to uncover unexpected operational insights and process gaps
  • The shift from anecdotal management to data-driven decision-making
  • Re-engineering scripts and KPIs to align with measurable customer outcomes
  • Practical use cases, including identifying avoidable calls, behavioural patterns, and system inefficiencies

Jonathan Lewarne shared a compelling case study on how Callbi has enabled his organisation to uncover insights that were previously invisible, driving improvements across claims, sales, and inbound operations.

Roz Broome added a strategic lens, reinforcing the importance of aligning operational intelligence with broader business direction and CX strategy.

This session reinforces a powerful message:
Speech analytics is no longer a “nice to have”. It is a core business intelligence tool that enables leaders to move from assumption to certainty.

If you are serious about improving efficiency, reducing cost, and elevating customer experience, this discussion is essential viewing.

Want to see what this could look like in your operation?
Reach out to arrange a short Callbi demonstration, including a practical walkthrough, commercial discussion, and Q&A. email rod@callbi.io or visit https://callbi.io