New website and LinkedIn group launched for customer service research

We are pleased to announce the launch of our LinkedIn group “Bright Customer Management” where we will share research trends every month. This month’s topic is: email response time; why are we mistreating email as a channel for our customers? The average time for responding to an email last year was 13 hours, a situation an increasing number of customers just won?t accept. You can join the group here.

This month also sees the launch of our new website with a better structured research section at

Bright sponsors European Call Centre awards for the third time running

Bright will sponsor the category “Contact Centre Manager of the year” at this year’s European Call Centre Awards, as well as judging.
We look forward to seeing you at the awards dinner on October 11, at London Hilton Park Lane!

ECCA website

Seminar video: Giving agents the power to make a difference

Last month Bright presented research findings on what drives employee engagement and effectiveness at The National Customer Show.
Watch us present key thoughts around agent proactivity and mandate (plus, the link between this and customer satisfaction / profitability) here>.

Bright Index Benchmarking Spring 2011 now open for participation!

Benchmark 50 of your contact centre or service desk metrics against both peers and national best practice. It only takes half a day for your MI guys to gather the data, and then Bright returns 2 weeks later to present the report, GAP analysis and recommendations.

Read more about how it works here:

Customer service video website launched

Speaking of videos, Howard Kendall of Service Desk Institute fame has recently launched CSUK where you will be able to listen to and see industry experts sharing their top tips. Visit their website here.

Announcing the launch of two new regional contact centre user groups

The London Contact Centre Forum & The Midlands Contact Centre Forum.
For further information please go to or or telephone Trevor Butterworth on 07932 669 299.

We’re hiring!!

Business Development Manager & Client Relationship Manager

Are you an operational manager keen to put your experience to better use elsewhere, or maybe a sales person with contact centre experience wanting to get a bit more involved in consulting? We are looking for one client relationship manager giving support and adding value to our existing clients, and one sales person to make contact with target companies across the UK, presenting our solutions adapted to their needs, write and close proposals. Read more here: careers.

Do you need help with your peak volumes or QA monitoring?

We currently know of several outsourcers with extra capacity and thus ready to give you a good price. Contact us and we’ll put you in contact with them. Email:

And finally…

We’d like to wish you a fantastic summer with lots of sun and relaxation!

All the best

The team at Bright