25 May 2017 – Smoke Customer Intelligence Post-call IVR surveys… Are you committing these four deadly sins?
4 October 2016 – Smoke Customer Intelligence Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of connected technologies and online comparison tools is also making it difficult for insurers to differentiate themselves.
3 October 2016 – John Dicks Out with the old, in with the new. This is a central part of a customer experience driven approach to business. A business’ cannot change to a customer centric culture overnight, but once it does, the results are profound and positive.
30 September 2016 – Guarin Coetzee Six Voice of the Customer strategies to optimise your call centre Voice of the Customer survey technology can be a powerful tool for managing and improving call centre performance on a number of levels. However, to get the most out of your measurement strategy and surveying tool, it must be effectively implemented, adopted and utilised over the long term.
28 June 2016 – John Dicks Customer experience has become a focal point for businesses worldwide, causing them to seek out the best ways to improve interactions with clients, obtain customer feedback and win over any prospective or lost clients.
15 June 2016 – Smoke Customer Intelligence Four out of ten contact centres don’t analyse the data they collect… Contact centres are known for the vast number of metrics they use to measure performance and efficiency. First call resolution, response time, average waiting time, utilisation and attrition rate – just to name a few.
29 February 2016 – Smoke Customer Intelligence The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on to them for a prolonged period of time, versus what you stand to lose if your customers churn quickly.
1 February 2016 – Smoke Customer Intelligence Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall customer experience lifecycle. This took me back to a quote from Doug Leather’s book The Customer Centric Blueprint where he maintains that engaging your employees in your quest for customer-centricity may seem daunting, but small steps in the right direction are exponentially better than large steps nowhere.