Welcome to our Autumn 2012 issue of Bright Ideas, sharing tips, news and research findings on customer management

WHITE PAPER: Bright’s guide to Achieving Best in Class Contact Centre Performance

Based on our over 1,000 benchmarking reviews and 2 million customer satisfaction survey, we have this week release a comprehensive guide on how to achieve best in class contact centre performance.

The guide contains industry first research findings on what it takes to become a top performer and what best in class looks like. It looks at all aspects of optimising a centre, from how to improve productivity metrics, monitoring and managing employee engagement, and how to capture and drive quality measurements like C-SAT, NPS and customer effort.

This is the third time Bright release a major guide and as per previous guides, it also contains recent industry trends as well as case studies from some high performing organisations giving readers an understanding of their journey.
Download the white paper here (free and no need to register), or get a hard copy sent to you by emailing us at info@brightindex.co.uk.

CASE STUDY – Reducing costs whilst improving customer satisfaction: magic?


As the operator of the UK National Lottery, Camelot aims to transform people’s lives and make dreams come true. They strive to deliver a high level of customer service but until recently, their customer service measures didn’t reflect the vibrant brand or the needs of the consumers. Supported by participating in Bright Index contact centre benchmarking, Camelot has made a number of improvements in this area.

Find out how they did it here.

NEW! Bright widens customer satisfaction measuring to include new channels

In addition to post call IVR surveys and email surveys, The Bright Navigator solution now also offers clients the opportunity to receive feedback by store exits, on bills and statements and many more customer touch points, through using QR codes. We are also helping clients acquiring feedback on Social media, web chat and apps, see article below.

Try it out yourself by using the barcode scanner on your smartphone to scan the QR code on the right!

ARTICLES – Newly released articles and research findings

The real drivers of customer satisfaction
The best ways to collect customer feedback
Use the Bright Navigator in social media
Proving and positioning contact centres as a competitive advantage

Top 5 ways to get onto award shortlists
Bright appoints new Marketing Manager

EVENT SPOTLIGHT – AVIVA wins Contact Centre Manager of the year

For the fourth year running Bright sponsored the category “Contact Centre Manager of the year” at the 2012 European Call Centre Awards, as well as judging. This years winner in our category was Amanda Wilson from Aviva Life.

We very much enjoyed seeing so many of you there on the night. For more information on the winners and pictures please click here.

Finally…

Countdown to Christmas has begun with less than 70 days to go. have you made your list for Santa yet?

Have a great Autumn!

The team at Bright