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Leadership discussing metrics

2 min read

Proving The Value of CX to the C-Suite

As a Customer Experience (CX) Manager or Officer, your role extends beyond coordinating with your internal departments, agents or service staff and keeping an eye on your feedback data. A crucial aspect of your job is to demonstrate the tangible...

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Cardboard Family under a paper umbrella

1 min read

Insurers: Does Your Online Service Deliver a Great Customer Experience

Insurance is an industry where emotions run high and tensions are mounted. Making simplicity and speed of service resolution are paramount. The...

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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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Team meeting

1 min read

Keep Your CX Plan on Point by Refreshing Your Brand Promises

A brand promise is so much more than just business goals or a list of value propositions, it’s a fundamental declaration of what customers can...

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Team Meeting

2 min read

Employee Engagement for Better Customer Experience

Have you heard about Employee Engagement (EE) yet? If not, it's high time you did! It's quickly becoming the most valuable tool in your Customer...

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A Man thinking at his desk.

1 min read

Best Online Customer Experience (CX) Courses For 2024!

As we embrace the fresh start of 2024, post-Festive Holidays, it's the perfect opportunity to rejuvenate our skill set. Remember our popular list of...

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Smoke CI Eyerys 2024 Badges

1 min read

Smoke CI’s Eyerys Exceeds Performance. G2 Winter Reports 2023

The G2 Winter reports have just hit the stands, and we could not be happier to report that Eyerys has once again been recognised with two High...

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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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Why NPS matters?

3 min read

Why NPS Matters

In today's fiercely competitive business landscape, understanding and improving the customer experience is paramount.

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1 min read

2022 - 2023 Global NPS Benchmarks Revealed: Where do you stand?

Our 2022-2023 Global NPS Benchmark study is now available for download. In this edition, we've thoroughly examined the NPS benchmark (the likelihood...

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Explaining metrics to your boss

3 min read

Beyond Jargon: How to explain the important CX Metrics to your boss.

What does CX and EE have to do with ROI when it comes down to your NPS and CSAT scores? …. If you’ve followed that sentence, well done, but I’ve a...

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Presenting data to your manager

2 min read

How to present CX data & insights to your board. Ft. Free Template!

It’s the end of the Quarter and your board has asked you to step up and share your Voice of the Customer Data. Pull yourself towards yourself, take a...

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Survey scale

4 min read

Survey Scale Matters

I had a teacher who was obsessed with comparing apples to apples. “You can’t compare oranges to apples”, “let's compare apples with apples”, “You...

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Smoke CI Thanks You For our G2 High Performer Fall 2023 Badges

1 min read

Smoke CI’s Eyerys Receives Two High Performer Badges G2 Fall 2023.

We are so proud to have received two High Performer Badges in G2’s Fall 2023 performance index, for the sixth time running.

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Email distribution methods

1 min read

Email Embedded Vs. Link Distributed Surveys.

For as long as there are devices and preferences between them, the argument for embedding the first survey question in an email versus including a...

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High performing team

1 min read

What is a high-performance team, and why you want one!

Sure! A high-performance team is a group of individuals who work collaboratively towards a common goal, delivering exceptional results in a timely...

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Coworkers appluading each other.

3 min read

The Ripple Effect of Non-monetary recognition of Your Employees

As a CEO or owner of a company, you understand the importance of recognizing your employees for their hard work and dedication. But oftentimes, it...

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Man climbing a ladder to illustrate keeping ahead in business

2 min read

Keeping Ahead of The Pack: The Power of Voice of Customer

In an age where the world shrinks daily, driven by technology, remote work, and seamless communication, businesses are leaping into global markets....

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Voice to text

2 min read

Voice to Text Feedback | Transforming Contact Centers with AI-Powered Sentiment Analysis

Barbara Blackburn was a clerical worker and typing virtuoso, who still holds the record for typing after her death in 2008 with 212 words per minute...

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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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