NEWS & RESEARCH

We have gathered nearly 100 pieces of insight here covering a vast range of customer management topics and insight into customer experience benchmarking. Use the filtering tool to narrow down your results. For automatic alerts on when we have published a new article, either sign up for our quarterly “Bright Ideas”, or join our LinkedIn group “Bright Customer Management“.

Author: adminBI

Bright UK announces significant developments to Bright Index
Articles and Whitepapers

Bright UK announces significant developments to Bright Index

Bright UK announces significant developments to Bright Index, Europe’s most in depth customer service benchmarking survey. In response to the continuing changes to the way that customers are choosing to contact organisations, Bright has significantly updated its

2 minutes on… Speech analytics on a budget
2 mins on...

2 minutes on… Speech analytics on a budget

Speech Analytics is the practice of automatically searching audio to understand and analyse what is happening on a telephone call, and then using this insight to improve agent performance and business processes. There are some excellent examples of speech

2 minutes on… Coaching to deliver results
2 mins on...

2 minutes on… Coaching to deliver results

Having managed many contact centres over the years, I have seen that one of the biggest challenges for managers is coaching their teams to improve performance. It’s a huge investment of both time and energy, but it can also be one of the most rewarding parts of

Would you pay 40p to retain a customer?
Articles and Whitepapers

Would you pay 40p to retain a customer?

I recently heard a story about a customer who left his energy supplier over an incorrect charge of 40p. After contacting them numerous times to try to get a resolution and becoming increasingly frustrated at their lack of care and empathy, the customer looked

2 mins on… Using your Voice of Customer Solution for Compliance
2 mins on...

2 mins on… Using your Voice of Customer Solution for Compliance

If your company operates in a regulated industry (e.g. financial services, telecoms or utilities), you of course need to ensure data security and legal compliance. But regulators now also focus on quality of customer service when scoring and benchmarking

Bright Ideas – April 2015
Bright Ideas (newsletters)

Bright Ideas – April 2015

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

Bright’s 2 minutes on… Removing AHT as a frontline metric
2 mins on...

Bright’s 2 minutes on… Removing AHT as a frontline metric

The debate rolls on about whether Average Handle Time is an effective frontline metric. Some believe it is the only true measure of contact centre effectiveness however others feel it is an outdated KPI which stifles agents and negatively impacts the service

2 minutes on… The Four Pillars of a Successful Voice of the Customer Strategy
2 mins on...

2 minutes on… The Four Pillars of a Successful Voice of the 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

Bright Ideas – December 2014
Bright Ideas (newsletters)

Bright Ideas – December 2014

What to look for when buying… a Performance Management Solution! Customer feedback software is as popular as ever as organisations strive to better understand how to improve their service proposition; but what many companies forget is how effective the tool can

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