3 min read
Improving insurance customer retention through customer experience
Smoke Customer Intelligence: 04 October 2016
Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of...
2 min read
5 ways to analyse customer feedback to improve call centre CX
Smoke Customer Intelligence: 15 June 2016
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...
3 min read
The Lifetime Value of a Customer
Smoke Customer Intelligence: 29 February 2016
The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on...
2 min read
Employee experience matters – a lot!
Smoke Customer Intelligence: 01 February 2016
Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall...
1 min read
Smoke CCS talks customer engagement at IAUG Chapter Conference 2014
Smoke Customer Intelligence: 03 September 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,...