Is email feedback the perfect survey choice?

Email Feedback Perfect Survey Choice Mobile

26 September 2014 – Andrew Burns Did you know that in the time it took you to read this sentence over 204 million emails had been sent around the world? It is a statistic that both corroborates and solidifies the notion that email has become the preferred channel of communication for people. In the customer care sector in particular, email … Read More

Customer satisfaction wars

Customer Satisfaction Wars Gloves Off

19 September 2014 – Andrew Cook Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve every step of the service chain. However, many companies still struggle with this notion, because how do you quantify customer satisfaction from the perspective of each individual customer? There are four aspects that … Read More

What difference do customer experience management solutions make?

Customer Experience Management Solutions Agreement

12 September 2014 – Andrew Cook The importance of sound customer experience management solutions cannot be stressed enough. It provides business with the differentiator that’s needed in today’s competitive environment. This being said, it is as crucial to focus on proven customer experience management solutions, because the horse still needs to pull the carriage. Quite often, companies create in-house surveys … Read More

Survey – from meh to magic

Survey Magic Improving Customer Satisfaction Surveys

04 September 2014 – Andrew Burns Survey. It’s a word that often evokes a shrug and a “meh” from customers. Another company, another survey. What’s the point? While businesses have accepted that the survey is one of the best ways to obtain feedback, customers often feel that nothing ever comes from their responses. A survey allows for a business to … Read More

Smoke CCS talks customer engagement at IAUG Chapter Conference 2014

IAUG Chapter Conference 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, 2014. The annual IAUG conference is the key event for South African users of Avaya systems to come together and share experiences, challenges and best practices. The four-day conference saw members of the Avaya community from … Read More