VOC & CX resources
Our team of experts work hard to share knowledge, customer stories, and insights.
Get to know us better
[TOPIC - REACHING YOUR CUSTOMERS IN THEIR OWN LANGUAGE]
The implementation of our premium Genesys Cloud VoC solution enabled the contact centre to achieve response rates of more than 40% to their multi-language voice surveys.
[TOPIC - AVAYA CONTACT CENTRE SURVEYS]
Through the integration of our certified Avaya VOC programme the organisation was able to understand the causes of repeat calls and action change.
[TOPIC - BENEFIT OF ORGANISATION WIDE VOC]
Using Eyerys within their contact centre and branch network helped our client obtain real-time feedback from almost 100 000 clients monthly and manage engagements effectively.
OPERATIONALISING VoC DATA IN YOUR CONTACT CENTRE
This ebook shares steps that will help you transform VoC data into operational improvements and a case study of real-world impact.
The operationalisation of contact centre VoC data hinges on one key aspect – the ability to react to poor service delivery, and then understand the causes of such in order to effect change. A simple enough concept, but often harder to implement than expected.
[TOPIC - PATIENT EXPERIENCE ALIGNED TO HCCAP]
An established Hospital Group providing private patient healthcare in Africa, our client strives for the highest possible patient experience.
Through the implementation of our VoC solution across departments, the Group is able to recover from failures, make business decisions based on patient feedback, and report according to policy requirements.
[TOPIC - REALTIME VoC TO IMPACT LONG TERM CUSTOMER SATISFACTION}
As a leading automotive brand, our client knows that loyalty to a vehicle brand requires an emotional connection that is driven through experience.
Through our partnership, the brand was able to identify the causes of dissatisfaction and implement changes. This, in turn, has helped them achieve sales numbers within the top 5 of all brands nationwide.
[TOPIC - INTEGRATING INTO EXISTING SOFTWARE ENABLES VoC]
Gathering resident feedback at important maintenance - such as move in, repair completion, or contract renewal is an ideal way to understand their experience.
Integration with property management software means that resident feedback surveys can be automatically triggered using data points already active within the property management organisation.
[TOPIC - VOC AS A DRIVER OF CX STRATEGY]
As Africa’s leading entertainment company, our customer deeply understands the value that customer experience plays in their success.
Our customer exceeded 80% satisfaction, decreased customer churn, increased their NPS score by 7 points, and improved inbound contact centre performance.
BOOSTING COMPANY CULTURE: THE POWER OF SOCIALS AND TEAM-BUILDING ACTIVITIES, FOR EXECUTIVES
Survey Scale Matters
Smoke CI’s Eyerys Receives Two High Performer Badges G2 Fall 2023.
IS YOUR DAILY DECISION MAKING'S INCONSISTENCY AFFECTING YOUR TEAM?
Email Embedded Vs. Link Distributed Surveys.
WHAT IS A HIGH-PERFORMANCE TEAM AND WHY DO I WANT ONE?
THE RIPPLE EFFECT OF NON-MONETARY RECOGNITION OF EMPLOYEES WITHIN YOUR ORGANIZATION
Keeping Ahead of The Pack: The Power of Voice of Customer
UNLOCKING SUCCESS: THE POWER OF KEY COMPETENCIES IN YOUR JOB
Voice to Text Feedback | Transforming Contact Centers with AI-Powered Sentiment Analysis
ALIGNING YOUR ORGANIZATION TO ENABLE YOUR EMPLOYEES’ SUCCESS IN THEIR ROLES
Enhancing Customer Intelligence: Connecting with Your Customers via WhatsApp Surveys