Building Actionable Insight into Daily Life!

Claudia Thorpe interviews John Pender (Head of Customer Experience) and Daniel Blake (Head of Contact Centres) from leading housing association Genesis about how they combined benchmarking and voice of customer to provide an overarching view of their entire customer service operation.

To read the new case study click here!

2 minutes on… The Four Pillars of a successful voice of customer strategy!

How often have you heard the phrase “our customers are at the heart of everything we do”? It’s turning into something of a cliché. But, as with most clichés, that’s because it is true. Customer service professionals really do care about their customers and have their best interests at heart. However, the challenge in the real world lies in tuning out the noise of the everyday and really listening to what your customers are saying about your service and your brand.

Ashley Williamson explores the issue here.

Event Spotlight

Bright is proud to sponsor the UK National Contact Centre Awards! – London
On the 20th of May the CCMA will be holding its 20th Annual National Contact Centre Awards gala dinner.

Bright is sponsoring this year’s Customer Experience Champion category and we look forward to celebrating with all of the fantastic finalists.

Find out more or register here.

Mats Rennstam shares Bright’s latest trend data – London

On the 16th of June Mats Rennstam will be sharing all new customer insight trend data at this year’s Call Centre Conference produced by Forum events. The event takes place at the ILEC Conference Centre at the IBIS London Earls Court.

For more details click here!

2 minutes on… Removing AHT as a frontline metric!

A number of organisations have successfully removed AHT as an agent target but is this the right thing to do and will the result be escalating wait times and increased cost?

Simon Thorpe explains how here.