WHITE PAPER: Proving contact centres’ contribution to the business!

All customer experience specialists have claimed that as companies’ products and pricing get more alike, the importance of customer service as a competitive advantage increases exponentially. However, where is our proof?

This paper, written for the CCA Research Council, focuses on how to prove the link, and the measures we need to put in place to increase our contribution to business success.

Download the white paper HERE.

Is your operation a TOP 25% contact centre performer?

Bright Index Benchmarking has entered its 10th year with many new exciting participants such as John Lewis, Three, Severn Trent, Domestic & General and Nationwide.


In addition to the 50 metrics benchmarked, GAP analysis and recommendations, the best performers in 2012 will be recognised and authorised to use the Top 25% logo. Use of this logo demonstrates their ability to provide great service from a customer’s point of view, and operate an efficient contact centre.

Find out more HERE.

Case Study – Cost effective business change whilst improving customer satisfaction

At the heart of the Shop Direct Group is its Customer First initiative, aimed at providing an unrivalled personal home shopping experience that delivers outstanding customer satisfaction. Working with Bright, Shop Direct has visibility of its performance improvements and achieved…

  • An increased employee engagement scores from 50% to 70%+
  • A 20% increase of customers very satisfied with the contact centre experience
  • An improvement in the online service experience delivered an increase in online sales by 20%
  • Email response SLA’s slashed from 24 hours to four hours.

Find out how they did it HERE.

Event spotlight

CCF conference presentation on “What REALLY drives customer satisfaction”. 2nd October 2012 at the Call Centre Focus Conference. More info HERE.

Directors club
– 20th September, Cardiff
– 18th October, Birmingham
– 22nd November, Newcastle
Discuss and share tips and tactics for successful customer feedback campaigns across the channels, More info HERE.

Picnic without the hassle!

No more knocked over glasses in the park or on the beach. Email you name and address to info@brightindex.co.uk for your own ingenious hands free drinks holder. Just put PICNIC in the subject field and we’ll send you two. (While stocks last).

Top 5 tips to win an ward

It is that time of the year again, award entry season. What are you most likely to be recognised for, is there any point in putting in all the effort when it is all just subjective anyway? Seasoned judges Stephen Jacobs and Mats Rennstam are here to help. They have listed their top tips for being noticed, short-listed and, ultimately, win!

Read the top 5 tips HERE

NEW SURVEY – “Smart Customer Service”

Sword Ciboodle, in association with the CCA have just launched a short survey on ‘Smart’ Customer Service Strategies. Why not have your say? Click Here to participate and be in with a chance to win an iPad 2.

Bright Navigator™ – News

The latest version of Bright Navigator, the automatic customer satisfaction tool resulting in 30% more very satisfied customers, has some exciting new features:

  • Ability to do web, chat and Facebook surveys.
  • Display the timestamp for each completed survey.
  • Linking completed survey’s to call recordings.
  • More bespoke reports, exporting raw data and transcription of comments.
  • Enhanced graphs displaying historic information.
  • Ability to set team targets for each question.

Find out more about Bright Navigator here.

Wishing you a great summer!

The team at Bright