Bright Ideas August 2010
Temperature on the rise in 2010!
August is here and the temperature is rising, just like in our industry over the last decade. In parallel with our 10 year anniversary we take a special look in this issue on how the industry has developed and where it is heading. In the words of Ferris Bueller “Life moves pretty fast. You don’t stop and look around once in a while, you could miss it. “
Have a great summer and make the most of it!
The team at Bright
Interview with service guru Carlzon
As the most famous airline CEO of the 80’s, Jan Carlzon changed the way
we looked at service and customer focus. His book “Moments of truth” is still one of the bestselling management books of all times and more important than ever.
Bright Nordic’s magazine Link managed to get half a day with him to ask
him about his views on how the service industry has changed since.
Read the interview here.
10 years on and 10 years ahead
Bright is celebrating its 10 year anniversary this year, and what a decade
it has been for the industry!
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.
See how CSAT figures have developed and why, performance
management trends over the years and new technology around the corner.
Read the article here.
Summer reading for the hammock
- Howard Kendall “Quality Service, Competitive Business: setting the standard in customer service”. How to ensure your business’s customer service operations are world class. An updated view of all the areas you must cover and manage to excel by industry expert Howard. More info here.
- Jason Wright “Making Sense of Performance Management” How to get results from an engaged team by an experienced manager, currently heading up one of our larger bank’s sales operations. “An ideal guide for managers on how to lead their teams” says Lyn Etherington. More info here.
Great success for new c-sat tool!
The real time customer satisfaction measuring tool “Bright Navigator” has been rolled out to most of Bright’s UK clients now with great results. Agents get feedback on their own results and managers get real time access to overall scores, customer verbatim and benchmarks.
ING Direct’s Head of Customer Service Experience comments:
“At ING Direct we measure customer satisfaction regularly at an organisational level but we wanted a tool that associates could use to measure their individual contribution. A tool that was simple to use and provided immediate feedback on their call. The Bright CSAT tool provided just that and early indications highlight what a positive impact it is having on the associates’ awareness of how they directly impact the customer experience. It has been great to hear our teams talking enthusiastically about the customer experience and how they can continue to deliver and improve our great customer service. Jane Racz”
Telegraph’s contact centre director says:
“Bright’s solution has proved to be a fantastictool that plays right to the heart of our people-basedinitiatives this year. As well as reliable benchmarking it gives us real-time measures of employee and customer satisfaction that we build into our training and development programmes, our individual performance assessments and our company wide goal setting system. Other key outcomes are greater employee engagement, a better structure for FCR and happier customers, leading to lower cancellation rates. Andy Boarer”
Forum spotlight – SECCF
The South East Contact Centre Forum is the regional user group for Berkshire, Buckinghamshire, Hampshire, Kent, Oxfordshire, Sussex & Surrey, which is home to approximately 790 contact centres. They have a regional focus and hold 9 networking meetings a year to discuss key challenges & identify solutions. If you operate a Contact centre within the South East and you would like to attend one of their networking meetings, please contact Trevor Butterworth, Membership & Events Manager on 01252 540 768 or 07932 669 299 or email email@example.com. More info at: www.seccf.co.uk
Supplier spotlight – Blue Sky
Blue Sky is an award winning training and operational business specialising in improving the performance of people. Offering a unique combination of tried and tested methodologies they work closely in partnership with our clients to drive performance from five key perspectives – customer, staff, operation, organisation and culture.
“At Blue Sky we know from experience that to deliver sustainable change, giving people the knowledge and skills is not enough. To create true behavioural change, training interventions must engage the hearts and minds of your people. Combining all three will deliver consistent Performance Improvement”.
More info: www.blue-sky.co.uk/engage Tel. 01483 739400 Blue Sky Performance Improvement The Old Malt House 33 The Street, Shalford Guildford, Surrey, GU4 8BU
Consultative Business Development Manager
With an increased demand for our benchmarking products and consultancy services in the UK, we are looking for an outstanding sales professional with experience of either contact centre services or management consultancy. The role will specifically include:
- Making contact with target companies and sell our consultancy and benchmarking services.
- Negotiating and renewing existing clients’ contracts.
- Present the findings of our analysis of the client’s performance and run smaller workshops. Potentially have own consultancy engagements.
- Prepare for an expansion of the Business Development team.
Please email covering letter and CV to firstname.lastname@example.org quoting job title in subject line.