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Inspiring Enhanced CX Through Rewards
Are you utilising a rewards programme within your contact centre? The role of a Contact Centre Manager is pivotal in fostering a positive work...
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Are you utilising a rewards programme within your contact centre? The role of a Contact Centre Manager is pivotal in fostering a positive work...
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While some are hanging stockings and singing carols, Genesys agents know that the festive season brings unique opportunities for Customer Interaction...
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In the ever-evolving world of technology, new and exciting avenues emerge for businesses to gather valuable insights through the Voice of the...
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For any organisation, the contact centre is often the single biggest customer touchpoint. Being the voice of an organisation means that the contact...
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For many organisations, the contact centre remains the most important customer touchpoint. With the rapid onset of remote working and the subsequent...
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The contact centre is the heart of most businesses – often handling more customer interactions than any other touchpoint in your business. Much...
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Often, your contact centre is your most prominent point of contact for your customers. It is the area of your business that handles everything from...
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Customer feedback has become hugely popular over the last two decades. Thanks to its ease of implementation, quantitative research is a popular...
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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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Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to...
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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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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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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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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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13 February 2015 – Andrew Cook
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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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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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18 December 2014 – Andrew Cook
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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...