Can good customer service be too good?

Should you be measuring how fast you can answer the phones? Is that what matters to your customers? How do you know? If you have too narrow a view of what drives customer experience, then your organisation could be limiting its ability to increase customer satisfaction. Find out more here.

Five simple steps to achive 30% increase in customer satisfaction

How do you measure customer satisfaction in your organisation? How do you know what you should measure and what really makes a difference to your customer experience? Find out what the most common pitfalls are in customer satisfaction measuring as well as 5 steps to take in order to get it right.

CASE STUDY – ING Direct, a holistic view, combining benchmarking, c-sat and employee engagment

ING Direct are committed to delivering award winning consistent customer service that is best in class. They use Bright Index to benchmark their contact centre performance and the Bright Navigator to measure customer satisfaction. Together with the Employee Engagement assessment it provides ING Direct with a clear picture of how to manage the delivery of their best in class customer service. Find out more here.

Shop Direct is one of the top 25% performer in Europe’s largest contact centre benchmarking survey 2012

The UK’s largest online and home shopping retailer Shop Direct was announced as one of the top 25% performers in Europe’s leading bespoke contact centre benchmarking survey, Bright Index, for 2012.

Each year up to 100 companies benchmark their contact centre performance against 50 key metrics with an average one million calls per participating company used to form the basis for the analysis. Shop Direct continues to raise the bar for best in class contact centre performance and is now recognised as an effective contact centre operation delivering quality and efficiency above many of its peers.

Read the full story here.

FSA highlights risk in financial incentives based on sales

As the FSA highlights risks in incentivising advisors based on sales what are the alternatives? What can you measure that benefits your customer, supports your culture and motivates your staff? Read more here.

Bright updates benchmarking survey in response to channel shift in UK contact centres

In response to how customers’ prefer to interact through alternative channels such as web chat, Bright has updated its benchmarking survey “Bright Index” to accommodate. Customer satisfaction results as well as employee engagement will also be covered, giving participants of the “Bright Index” a truly holistic view of their performance. For more information click here.

Event spotlight 1 – Mats Rennstam speaking at the Call Centre Conference in April

Based on the 1,000+ benchmarking surveys Bright has completed Mats will provide some conclusive research findings when it comes to what best in class really looks like. At the
Call Centre Conference at Heythrop Park Resort, Oxfordshire on Tuesday 23rd April he will be talking about busting the myths of benchmarking.

This event is specifically organised for professionals in the Call Centre & Customer Services industry and is designed to help call centre professionals discuss their plans, generate new ideas and share information in a non-pressured environment. If you want to enquire about Mats speaking at your event please contact

Event spotlight 2 – Directors’ Club Customer Engagement Day in February

Customer Engagement Day 2013 (CED 13) is a unique learning and knowledge-share event, which brings together a community of professionals with a common stake holding in customer retention, loyalty and advocacy.

Produced by the Directors’ Club the agenda mixes keynote presentations and roundtable discussions, allowing the delegates to gain insight into key emerging themes, while sharing ideas and experiences with peers from across business sectors and job titles. The event is held on Wedenesday 27th February in Manchester, for more information
click here.


It’s still cold out there so wrap up warm and enjoy the darkness in front of a roaring fire. See you in spring! Have a good continuation of the New Year!

The team at Bright