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: Richard Beard

Bright Ideas – Autumn 2016
Bright Ideas (newsletters)

Bright Ideas – Autumn 2016

Sharing insight and ideas to help you improve the service you deliver your customers. Enjoy! Significant new developments to the Bright Index In response to the continuing changes to the way that customers are choosing to contact organisations, Bright has

2 minutes on…The danger of focusing on key performance indicators in isolation
2 mins on...

2 minutes on…The danger of focusing on key performance indicators in isolation

Hopefully now most of the contact centre industry has started to see the danger in chasing isolated metrics and the often counterproductive outcomes this can cause. Over the years, contact centre managers have been guilty of measuring what’s easy or readily

The Need for Telepathy in Contact Centres
Articles and Whitepapers

The Need for Telepathy in Contact Centres

Christine Howard joins the Bright team as one of our new client relationship managers. Christine comes with a wealth of contact centre experience previously holding project management and insight roles for the likes of Shop Direct, Serco and Webhelp. In her first

Growth = (CX+EX)2
Articles and Whitepapers

Growth = (CX+EX)2

We are all aware that providing a great customer experience should be the cornerstone of commercial common sense right? I mean who worth their salt doesn’t? Forrester research has been able to evidence that companies that lead in CX are likely to be five times

The top 4 focus areas for best in breed customer services operations 2016-2020
Articles and Whitepapers

The top 4 focus areas for best in breed customer services operations 2016-2020

We regular get asked what customer service operations will be focusing on in the next five years. New technology and changes in the way we work mean the industry is continually evolving but from our experience best in breed customer service operations will need to

Which agent characteristics are most helpful to the business and how should these be rewarded?
News

Which agent characteristics are most helpful to the business and how should these be rewarded?

Motivating and keeping good agents in a working environment that is often stressful, sometimes repetitive and usually not particularly well-paid is a challenge the contact centres have had to face since their inception. As the nature of contact centre work

Why don’t more companies listen to their front line employees?
Articles and Whitepapers

Why don’t more companies listen to their front line employees?

Most contact centre operations have performance data coming out of their ears, tracking an array of metrics to drive effectiveness. Many also capture customer feedback and analyse this insight to enhance service levels. But what many organisations forget is that

2 minutes on… What’s missing from your Quality Assurance process?
2 mins on...

2 minutes on… What’s missing from your Quality Assurance process?

Ensuring you are offering a good quality service to customers over the phone is naturally a huge priority for most businesses. But who defines what actually constitutes good quality? Due to the complexity involved, Quality Assurance (QA) processes can

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