2 min read
Andrew Cook: 15 September 2022
Employee retention is a critical concern for executives as it directly impacts organizational stability, productivity, and overall success. In the quest to retain top talent, one powerful tool often overlooked is continuous and regular feedback. By...
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3 min read
Smoke Customer Intelligence: 30 August 2022
In today’s highly competitive market, companies cannot afford not to have an informed Customer Experience (CX) strategy backed by a strong Voice of...
2 min read
Andrew Cook: 25 August 2022
In any organization, recognizing and appreciating the contributions of all employees is crucial for maintaining a positive and inclusive work...
2 min read
Sarah Lubbe: 28 July 2022
Committed employees are an invaluable asset to any organization. Their unwavering dedication, passion, and drive have a direct impact on the quality...
2 min read
Employee burnout has emerged as a pressing concern in today's fast-paced and demanding work environment. As executives and management, it is crucial...
2 min read
Sarah Lubbe: 14 July 2022
As managers and team leaders, it is essential to create an environment where employees find their jobs interesting and exciting. When employees are...
2 min read
Andrew Cook: 30 June 2022
In today's rapidly evolving business landscape, effective leadership goes beyond technical expertise and traditional management skills. Emotional...
2 min read
Having a positive attitude at work not only enhances your own well-being but also contributes to a harmonious and productive workplace. By adopting...
2 min read
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...
2 min read
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...
2 min read
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...
