Research
Fresh case studies!
Read how ING, ShopDirect and Homeserve achieved best-in-class results.
Read how ING Direct, ShopDirect and Homeserve achieved best-in-class results.
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Bright Ideas Spring 2012
Spring 2012 newsletter.
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Is self-service for you and if so how do you make your customers love it?
This article was originally posted in our LinkedIn group (link). You are most welcome to share your view and experience. While we often hear people around us complaining about endless IVR menus, in the Bright Index benchmarking we see that …
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Bright Ideas Autumn 2011
November 2011 newsletter
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KPI spotlight: Focus on what matters, and where the money is!
We have mentioned here before that a majority of contact centres still measure what is easy to measure and not what is relevant to measure. This, in combination with managers not being able to prove the link between these metrics …
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What REALLY drives C-SAT, and why should we care?
There are many myths out there on what really drives C-SAT. These myths are then made into targets communicated to agents, resulting in contact centres driving the wrong things. When analysing 500,000 CSAT surveys carried out last year (through our …
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Bright Ideas Summer 2011
Newsletter from July 2011
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Recent seminar presentation: Empowering agents (Video)
Bright presenting research findings on what drives employee engagement and effectiveness, key thoughts around agent proactivity and mandate plus, the link between this and customer satisfaction / profitability.
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The performance management guide 2011
25 pages full of insights into trends, research findings and hands on advice on how to make sure you are getting the most out of your contact centre.
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Bright Ideas March 2011
Newsletter from March 2011
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What really drives customer satisfaction? (Video)
What really drives customer satisfaction? Isn’t it time we found out the facts?
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Thinking people
To read this paper for CCA Industry Council, please follow the link below: Thinking People – January 2011 (pdf, 1.5mb)
New sourcing strategies
The mixed model contact centre
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Bright Ideas December 2010
Newsletter from December 2010
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An insight to contact centre evolution from 2000 to 2020
What have we learnt over the 10 last years and where do Bright see the industry going? Interview published in CCF.
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Bright Ideas August 2010
Newsletter from August 2010
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Trends 2000-2020 A look at our industry’s development
In this article we take a look at how the industry has evolved over these years and more importantly; where we see it going over the next decade.
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The High Cost Of Paper-Based Quality
Article by By Carl Adkins, founder of Infinity CCS.
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Killing the Goose: Golden Rules of Customer Feedback
How can we design customer feedback systems that follow the principles of exchange and reciprocity so that they deliver customer insight, and go on delivering that insight?
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How to sell more on inbound calls
In this article Bright look at 5 simple steps to increased sales.
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Employee engagement – why does it matter so much?
Why does Employee engagement have such a big impact on both efficiency and c-sat, how can you monitor it and more importantly; how can you drive it?
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Call Centre special in the Guardian
January 2010 the Guardian came with a Call centre special, it was also sent out to all CCA and CCMA members.
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How large is the UK contact centre market?
Estimating the contact centre market size is harder than any other sector because of it not being an industry on its own..
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Bright Ideas December 2009
Newsletter from December 2009
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Bright Ideas June 2009
Newsletter from June 2009
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The two most important questions
There are only two things you need to track to run a successful centre!
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The Performance Management Guide 2009
In this guide we take a closer look at how to measure and achieve effectiveness, how different areas drive each other, how to improve internal and external status and how to align contact centre targets to the organisation’s overall goals.
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Raising the game through benchmarking – article for the CCA
Time to really make a change – and get the right tools to do it with.
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Lori Bocklund on Speech Analytics
Article on speech analytics
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Kundenzentren Trends (German / Deutsch)
Trends aus de aktuellen Bright Index Benchmarking® Bericht. (In German)
Do dress codes matter?
Article on dress codes in the contact centre.
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Customer satisfaction – how to measure and drive
How to measure and drive CSAT. Article by Bright for Callcentre helper.
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Bright Ideas April 2009
Newsletter from April 2009
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Bright Ideas January 2009
Newsletter from January 2009
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Bright Ideas October 2008
Newsletter from October 2008
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Bright Ideas October 2007
Newsletter from October 2007
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Bright Ideas May 2007
Newsletter from May 2007
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Article for ICMI – What will they ask us in 10 years?
What mistakes can we avoid now to be in good shape in 10 years from now. Article by Bright for ICMI.
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Bright Ideas April 2006
Newsletter from April 2006
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Bright Ideas January 2006
Newsletter from January 2006
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Bright Ideas October 2005
Newsletter from October 2005
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Bright Ideas July 2005
Newsletter from July 2005
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