What you need to know about using Eyerys within Genesys

EYERYS

Smoke Customer Intelligence is an Appfoundry partner offering a Voice of the Customer platform to Genesys clients. Through working with our Genesys...

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Are you maximising client feedback?

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Are you maximising client feedback? Gone are the days where you could just sweep negative client feedback under the carpet and go about your business...

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Post-call IVR surveys… Are you committing these four deadly sins?

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Post-call IVR surveys… Are you committing these four deadly sins?  

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Six Voice of the Customer strategies to optimise your call centre

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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...

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Five ways to analyse customer feedback to improve customer experience in your call centre

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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...

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Employee experience matters – a lot!

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Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall...

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The ultimate customer experience management formula

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Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While...

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Apples and oranges: the dangers of bad Net Promoter Score benchmarking

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When we think about Net Promoter Scores, it’s easy to leap to Apple as the ideal player to emulate: how many other companies can boast such a fervent...

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Why is CSAT an important metric?

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A company’s customer satisfaction score, or CSAT, may not be a crystal ball for understanding every aspect of your customers’ needs, but it can be an...

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Is the NPS a predictor of growth?

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18 December 2014 – Andrew Cook

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Effecting efficiency and the Customer Effort Score

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Measuring the key drivers of customer retention and loyalty is a key focus for organisations seeking to refine their knowledge on how transactional...

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Up Your Net Promoter Score, Up Your Bottom Line

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The rule of thumb in advertising when it comes to accessing the success of a TV commercial or any other radio, print or outdoor campaign is quite...

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Building customer-centricity solutions through adaptable software

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Business, like life, can be messy. A one-size-fits-all approach to your customer-centricity solutions in today’s fast-paced and demanding business...

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Why measuring customer satisfaction is important to reducing the churn rate

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Measuring customer satisfaction can help you reduce the number of unhappy customers. This is particularly vital when you consider 1st Financial...

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Using email surveys for business analytics

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As business shifts focus from big data to data analytics, we’re starting to find that more businesses are benefiting from the value that can be...

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All listen and all action – the voice of the customer

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American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that...

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Is email feedback the perfect survey choice?

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Did you know that in the time it took you to read this sentence over 204 million emails had been sent around the world? It is a statistic that both...

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Survey – from meh to magic

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Survey. It’s a word that often evokes a shrug and a “meh” from customers. Another company, another survey. What’s the point?

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Customer experience management: are your employees playing ball?

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Customer experience management. It sounds so simple on paper, but there is just one variable that’s difficult to control: the people.

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