Bright Ideas October 2013
Busting Customer service Myths!
Bright take a look at some old myths and bust them wide open based on industry first research. Does age, gender or speed of answer impact customer satisfaction? Do offshore centres deliver worse quality? Is social media taking over from email?
Bright will be speaking at the CCMA National Contact Centre Conference in London on the 6th November, developing on our research around Myth Busting as well as showing attendees the TRUE road to best in class.
Other organisations sharing case studies include: BT, TescoBank and TalkTalk.
Over the last couple of months, Bright has spoken at the Call Centre Summit in Northampton, the Customer Engagement Day in Glasgow and the Customer Engagement Summit in Barcelona. You can download some of the presentations here.
Bright’s 2 minutes on… First Contact Resolution
Optimising processes is the quickest way to pull off the magic trick of cutting costs and improving customer satisfaction at the same time. Why then are there still so many businesses operating inefficient processes, highlighted by low FCR?
Did you receive our ‘Voice of the Customer’ brochure?
Knowing what your customers really think is critical when exploring ways to improve the service you deliver to them. Having access to this information in real time supports you to create a self-learning organisation proven to increase customer satisfaction by 30%.
New in Bright Navigator – Customer surveys by text message!
Most of Bright’s clients carrying out surveys with us, do this by telephone or through e-mail questionnaires. We are now launching another channel through which you can measure your customer interactions with your company.
Find out more by emailing us at firstname.lastname@example.org
7 Tips for Gathering Actionable Customer Insight
A successful customer experience strategy relies on knowing what your customers really think, and being able to the feedback into actions.