Bright’s 2 Minutes on… beating the rest!

We recently compared our clients’ performance to several non-bespoke industry benchmarking reports and found that Bright Index participants’ performance was superior on most of the relevant KPI’s.

In this article we share why, what they are doing differently and some top tips on how you too can achieve a healthier performance. Read the article HERE.

Event Spotlight

CC SUMMIT 2014, BARCELONA

Bright will be a Key note speaker at the ‘International Customer Experience Management Summit’ in Barcelona, taking place on the 23rd – 25th April 2014. Topics will include:

  • Key trends in customer management & contact centres.
  • Cloud based infrastructure. – Customer feedback surveys
  • Improve customer services on basis of customer insight.
  • Social Media in Customer Service.

Find out more or register HERE. Bright do have a limited number of discounted places available, please contact us here for more information.

BUSTING INDUSTRY MYTHS, LONDON

Seminar and networking drinks at 60 Great Portland Street, London, 23rd of January.

Get key updates on current call-centre trends and fresh benchmarking figures from Bright at this seminar and networking event. Hosted by multi-channel & digital consultancy Transform, who’ll speak on the role of the call-centre in multi-channel, the event takes place at 60 Great Portland Street from 4pm.

You’ll take home actionable tips to key questions including: What REALLY drives customer satisfaction and NPS? What does best in class performance look like for the most relevant customer service KPIs? Which are the top 5 industry myths and what does the truth look like?

The event is free to attend, find out more or register by sending us an email at info@brightindex.co.uk

CCMA – UK NATIONAL AWARDS 2014

Now in their 19th year, the CCMA are calling for nominations for their UK National Contact Centre Awards. Why not recommend the first-class individuals who have made an outstanding contribution to YOUR organisations success – you can even nominate yourself! Nominations are free of charge and you don’t have to be a CCMA member to make them! Winners will be announced at the glittering Gala dinner to be held at the Grange Tower Bridge hotel in London on the 15th May 2014. Nominations are simple and quick to make and must be received by the CCMA by no later than the 28th February 2014.

Visit: www.ukcontactcentreawards.co.uk to find all of the information that you need to make nominations for these world class Awards.

RECENT EVENTS:

Last month at the CCMA National Contact Centre Conference in London Bright revealed industry first research proving the link between Customer Satisfaction and profits.
See more HERE.

SUPPLIER SPOTLIGHT

Need help to improve your people performance?

Blue Sky Performance Improvement is an award-winning people development business focused on changing behaviour to drive results. Whether you are looking to totally overhaul your contact centre or simply fill a specific skills gap, their range of programmes uses the sharpest insight and techniques to deliver against the results you need.

Download the brochure here.

Don’t forget your traditional customer base!

‘Many a true word spoken in jest’ they say and we feel that the cartoon (click to enlarge) we came across on our Budd office calendar sums this up perfectly. We have noticed a growing trend in companies urgently diverting their attention towards social media as a priority point of contact with their customers.

While this new channel is growing in size and the potential fallout from an angry customer can be like “word of mouth on steroids”, it is still a significant minority of contacts that come through the medium and we feel organisations need to make sure that the monitoring of these channels is not at the cost of your traditional customer bases such as Email (14%), Self Service (20%) and of course the old dog’n’bone (60%)!

For an up to date view of the state of the industry, see our CCMA presentation HERE.

Merry Christmas from everyone at Bright UK

Finally we would like to wish all our subscribers a very Merry Christmas and a prosperous New Year! Keep an eye out for our upcoming Employee Engagement article, the Call Centre Helper Technology Awards and much more. See you in 2014!