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Having a positive attitude at work not only enhances your own well-being but also contributes to a harmonious and productive workplace. By adopting simple and practical actions, you can improve your attitude and create a positive work environment....
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Smoke Customer Intelligence: 13 June 2022
For any organisation, the contact centre is often the single biggest customer touchpoint. Being the voice of an organisation means that the contact...
1 min read
Andrew Cook: 12 May 2022
Managers play a critical role in shaping the culture and direction of their teams. As a manager, it is essential to demonstrate your alignment with...
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Smoke Customer Intelligence: 04 May 2022
A long time ago in a galaxy far, far away… a space opera about humans, aliens, and droids engaged in an interplanetary war captivated, and continues...
3 min read
As a team leader or manager, one of your primary responsibilities is to ensure that your colleagues and staff members not only understand the...
2 min read
You walk into your workplace every day, fueled by a sense of purpose and passion for the company's values and vision. You believe in what the...
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Sarah Lubbe: 22 December 2021
Customer experience has become far more than a buzzword – it is a proven competitive advantage when looking to attract and retain customers for the...
6 min read
Sarah Lubbe: 21 December 2021
It’s hardly a surprise that organisations across industries are prioritising Customer Experience (CX) as key to their strategies in the coming years....
2 min read
Smoke Customer Intelligence: 15 December 2021
Traditional Customer Experience (CX) practices have been radically disrupted over the past two years. More customers have shifted away from...
2 min read
Sarah Lubbe: 10 December 2021
2021 has been another year full of strangeness, loss, and a new way of working, living, and interacting with others. As a new COVID-19 variant rears...
2 min read
For many organisations, the contact centre remains the most important customer touchpoint. With the rapid onset of remote working and the subsequent...
2 min read
Sarah Lubbe: 23 July 2021
The contact centre is the heart of most businesses – often handling more customer interactions than any other touchpoint in your business. Much...
4 min read
Sarah Lubbe: 05 May 2021
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...
2 min read
Smoke Customer Intelligence: 15 April 2021
The past year has made the world re-evaluate – not only what is important, but also how we do everything from schooling and shopping, through to the...
3 min read
Sarah Lubbe: 07 April 2021
We have all seen the articles and research declaring that the ROI of customer experience being quite staggering – brands with superior customer...
4 min read
Andrew Cook: 05 February 2021
Recently, our CEO, Andrew Cook published his thoughts on how an inbound contact centre should measure their success (check out his eBook on his...
3 min read
Smoke Customer Intelligence: 26 January 2021
SMS is one of the oldest digital channels of B2C communication, with marketers tapping into its potential as early as 1999. The channel has remained...
2 min read
Smoke Customer Intelligence: 21 January 2021
The United Nations commemorates the right to education, both by enshrining the right in the Universal Declaration of Human Rights, and celebrating...
3 min read
The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...
4 min read
Sarah Lubbe: 09 December 2020
For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...
