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Smoke Customer Intelligence: 18 December 2024
Ever wished you could read your customers' minds? While we haven’t quite mastered telepathy yet, sentiment analysis is the next best thing!...
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Smoke Customer Intelligence: 18 December 2024
Picture this: it’s a busy day, and your customers don’t have time to type out lengthy messages or navigate complicated menus. They just want...
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Smoke Customer Intelligence: 12 November 2024
Data privacy is no joke, and when we get emails telling us that our passwords have been exposed, or read about major breaches in the headlines, it’s...
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Smoke Customer Intelligence: 15 October 2024
Understanding and acting on customer and employee feedback is crucial to driving business growth and enhancing satisfaction. Voice of the Customer...
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Smoke Customer Intelligence: 30 August 2024
As we wrap up this quarter, I’m excited to share some of the highlights and achievements that have marked a truly remarkable period for Smoke...
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Smoke Customer Intelligence: 23 July 2024
At Smoke Customer Intelligence, we believe that continuous improvement is key to maintaining a competitive edge in today's market. Leveraging Voice...
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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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Beverley Dormer: 25 November 2023
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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Beverley Dormer: 15 August 2023
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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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...
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For many organisations, the contact centre remains the most important customer touchpoint. With the rapid onset of remote working and the subsequent...
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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...
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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...
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Smoke Customer Intelligence: 19 March 2020
Customer feedback has become hugely popular over the last two decades. Thanks to its ease of implementation, quantitative research is a popular...
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Smoke Customer Intelligence: 21 October 2019
Smoke Customer Intelligence is an Appfoundry partner offering a Voice of the Customer platform to Genesys clients. Through working with our Genesys...
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Smoke Customer Intelligence: 25 May 2017
Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to...
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Smoke Customer Intelligence: 25 May 2017
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Guarin Coetzee: 30 September 2016
Six Voice of the Customer strategies to optimise your call centre Voice of the Customer survey technology can be a powerful tool for managing and...
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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...
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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...
