Improving customer experience

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Articles and Whitepapers

2 minutes on… Text analytics, a game changer.

By on Mar 28, 2017 in 2 mins on..., Articles and Whitepapers, Customer Satisfaction, Insights, Research | 0 comments

. Bright’s 2 minutes on… Text analytics, a game changer for our industry. Stop non-customer service departments doing stupid things to your customers. Go from manual data mining of verbatim to automatic real-time insight. Become a real-time information hub for your entire organisation. A longstanding challenge for the customer service industry For 30 years contact […]

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Effective customer contact for the utilities sector.

By on Mar 24, 2017 in Articles and Whitepapers, Contact Centre Performance, Customer Satisfaction, Insights | 0 comments

Effective customer contact in the utilities sector. For utilities, as for many large organisations, the customer contact centre is key. Simon Thorpe explores four common myths about measuring call centre effectiveness. (originally published in Utilities weekly). The growing importance of customer service for utility companies is beginning to highlight some shortcomings in terms of customer […]

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7 Signs of an Industry Leading Customer Service Centre

By on Dec 19, 2016 in Articles and Whitepapers, Insights, News | 0 comments

It’s practically unthinkable that only a few years ago, customer service was viewed by the majority as little more than back-office business administration. Thankfully, times have changed. The internet, social media and sharing platforms like TripAdvisor mean customer experiences, whether good, bad or indifferent, are now broadcast to millions, while extremes of service can generate […]

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Benchmarking can help improve customer service performance levels

By on Dec 19, 2016 in Articles and Whitepapers, Insights, News | 0 comments

The customer service industry has evolved beyond all recognition. Days of manual phone management and scripted responses have gone and been replaced by cutting-edge technology and detailed, interaction-specific information. But, while the explosion in chatbots, real-time management tools and social media monitoring have all but turned this industry on its head, there is one element […]

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Banking and Financial Services Top UK Customer Satisfaction

By on Dec 19, 2016 in Articles and Whitepapers, Insights, News | 0 comments

Bright report reveals how UK industries perform when it comes to customer service The banking and financial services sectors have the best levels of customer service satisfaction in the UK – that’s according to Bright, which today released the results of its first ever ‘Industry Satisfaction Survey’, via its latest Customer Experience Report. According to […]

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The SIM challenge: How water companies can stay ahead of the competition

By on Dec 9, 2016 in Articles and Whitepapers, Insights | 0 comments

With companies fighting to avoid hefty penalties from the regulator, as well as preparing for the open market in 2017, it’s imperative that customer experience is top of the corporate agenda. While SIM scores offer a useful overview of customer service performance, limited data sampling and infrequent measurement add up to a lost opportunity to […]

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Bright UK announces significant developments to Bright Index

By on Oct 18, 2016 in Articles and Whitepapers, Insights | 0 comments

Bright UK announces significant developments to Bright Index, Europe’s most in depth customer service benchmarking survey. In response to the continuing changes to the way that customers are choosing to contact organisations, Bright has significantly updated its research programme.  In addition to telephony, email and self-service channels Bright will also benchmark organisations’ web chat, social […]

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Bright UK Strengthens its Sales, Client and Support Teams

By on Oct 12, 2016 in Articles and Whitepapers, Insights, News | 0 comments

Bright UK Strengthens its Sales, Client and Support Teams Bright is delighted to announce the appointment of Christine Howard, Raj Dattani and Kay Grewal to the UK team. Christine Howard joins as client relationship manager and will work alongside Bright’s growing client base to deliver customer experience insight and consultancy support. Formerly a client, Christine […]

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Old Mutual Wealth announced as Top 25% performer in Bright Index

By on Oct 7, 2016 in Articles and Whitepapers, Insights, News | 0 comments

Old Mutual Wealth announced as Top 25% performer in Bright Index Today, investment company Old Mutual Wealth, was announced as one of the top 25% performers in Europe’s leading bespoke customer service benchmarking survey, Bright Index. Each year up to 100 companies benchmark their contact centre performance against 60 key metrics with an average one […]

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The Bright Link

By on Jul 27, 2016 in Articles and Whitepapers, Insights | 0 comments

The power of three – introducing the Bright Link   Fusing the measurement and benchmarking of customer satisfaction, operational productivity and employee engagement can furnish you with immense intelligence to improve the performance of your customer service operation. Best in class performers all realise the dangers of measuring one of the “three key areas” in […]

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Voice of the customer: A Call Centres Calling

By on Mar 31, 2016 in Articles and Whitepapers, Insights, News | 0 comments

Voice of the customer: A Call Centre’s Calling For companies with medium to large customer service operations, and in particular those that utilise call centres to respond to queries from existing customers and facilitate the conversion of initial enquiries from potential customers, the ‘voice of the customer’ (VOC) is crucial. The more competitive the sector […]

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Growth = (CX+EX)2

By on Mar 29, 2016 in Articles and Whitepapers, Insights, News | 0 comments

Growth = (CX+EX)2 We are all aware that providing a great customer experience should be the cornerstone of commercial common sense right? I mean who worth their salt doesn’t?  Forrester research has been able to evidence that companies that lead in CX are likely to be five times more profitable than laggards that show the […]

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An Interview with the A2Dominion team

By on Dec 21, 2015 in Articles and Whitepapers, News | 0 comments

    In this interview Claudia Thorpe meets some of the management team and explores how real-time feedback can help drive both agent and customer satisfaction About A2Dominion A2Dominion is a leading housing provider and property developer, managing over 35,000 homes and building thousands more across London and the South East. The Group offers high-quality […]

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