Smoke CCS talks customer engagement at IAUG Chapter Conference 2014


Smoke CCS played a key role at this year’s International Avaya Users Group (IAUG) South African Chapter Conference that took place from 24-27 August, 2014. The annual IAUG conference is the key event for South African users of Avaya systems to come together and share experiences, challenges and best practices.

The four-day conference saw members of the Avaya community from across the globe gather at the Legend Golf and Safari Resort in the Waterberg, Limpopo to discuss market trends and the ways in which companies are using Avaya solutions.

Smoke CCS CEO Andrew Cook took to the podium to give a keynote speech about the application of multimedia channels to gather customer feedback. He walked through the channels companies should be considering to optimise the customer feedback process.

As the company with the largest Avaya post call IVR survey installation base in South Africa, Smoke CCS was perfectly positioned to discuss the importance of an omnichannel approach in simplifying and streamlining the customer feedback journey. The keynote speech tied heavily into the dominant theme of the conference: the importance of customer engagement and how to achieve it.

Cook spoke to the challenges of meeting customer expectations in a world of real-time communication. He highlighted how voice of the customer channels such as IVR, email, USSD, SMS and QR codes, were allowing companies to make it convenient for customers to give feedback and allowing for fast response times.

According to Cook: “There were different presentations from people all over the world, but no matter what the topic was, customer engagement came up in the presentation. It’s a hot topic in all forms of business.”

“It’s got to be as easy as possible for customers to engage with you whether it’s to contact your call centre or to just transact with you,” concludes Cook. “It’s all about making things easy for your consumer nowadays and then applying technology to make sure you do that as easy and as expertly as possible.”

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