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VOC for Contact Centers

Happy Employee

1 min read

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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company christmas party

1 min read

Maximise Your Customer's Success This Festive Season

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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Text Messaging

2 min read

Enhancing Customer Intelligence: Connecting with Your Customers via WhatsApp Surveys

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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2 min read

Best practice tips for Avaya contact centre surveys

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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Contact Centre Agent at their station

2 min read

Is Voice of the Agent the missing link in your CX program?

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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Contact centre agents at work

2 min read

Operationalising customer feedback in your contact centre

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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Man looking at statistics with a VR headset with their female manager next to him.

4 min read

If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.

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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Business person on the line with a client

2 min read

Understanding the words customer share

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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Genesys Contact Centre Agent

2 min read

What you need to know about using Genesys Contact Centre Surveys

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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Customer leaving a rating

1 min read

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 thinking your client is loyal to...

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customer-service-image-on-blackboard-846x564

4 min read

Six Voice of the Customer strategies to optimise your call centre

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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blog_csat_important_metric-846x305

2 min read

5 ways to analyse customer feedback to improve call centre CX

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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Happy manager talking to her engaged staff

2 min read

Employee experience matters – a lot!

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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Ultimate Customer Rating

2 min read

The ultimate customer experience management formula

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 vs oranges

2 min read

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

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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blog_csat_important_metric-846x305

2 min read

Why is CSAT an important metric?

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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Young professional discussing his NPS statistics

1 min read

Is the NPS a predictor of growth?

18 December 2014 – Andrew Cook

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Woman Rating her experience via cellphone

2 min read

Effecting efficiency and the Customer Effort Score

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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