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Operationalising Feedback in Your VOC Contact Centre
Smoke Customer Intelligence: 24 February 2025
Smoke CI Articles
Explore our content:
VOC for Contact Centers
2 min read
How Sentiment Analysis and AI Can Boost Your Customer Experience!
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!...
2 min read
How Voice and Conversational AI Transform Customer Experience!
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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Building Trust in Your Customers with Data Privacy.
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...
3 min read
Why Eyerys is the Best Choice for VoC and VoE Solutions
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...
1 min read
All The Highlights From Q2 at Smoke Customer Intelligence
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...
2 min read
Transform Your Business with Continuous VoC Insights: A Guide
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...
1 min read
Inspiring Enhanced CX Through Rewards
Are you utilising a rewards programme within your contact centre? The role of a Contact Centre Manager is pivotal in fostering a positive work...
1 min read
Maximise Your Customer's Success This Festive Season
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...
2 min read
Enhance Customer Intelligence: Engage Customers with WhatsApp Surveys
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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Best practice tips for Avaya contact centre surveys
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...
2 min read
Is Voice of the Agent the missing link in your CX program?
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
Operationalising customer feedback in your contact centre
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
If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.
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
Understanding the words customer share
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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What you need to know about using Genesys Contact Centre Surveys
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...
1 min read
Are you maximising client feedback?
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...
2 min read
Post-call IVR surveys… Are you committing these four deadly sins?
Smoke Customer Intelligence: 25 May 2017
4 min read
Six Voice of the Customer strategies to optimise your call centre
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...
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...