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: Simon Thorpe

Effective customer contact for the utilities sector.
Articles and Whitepapers

Effective customer contact for the utilities sector.

For utilities, as for many large organisations, the customer contact centre is key. Simon Thorpe explores four common myths about measuring call centre effectiveness. (originally published in Utilities weekly). The growing importance of customer service for

The SIM challenge: How water companies can stay ahead of the competition
Articles and Whitepapers

The SIM challenge: How water companies can stay ahead of the competition

With companies fighting to avoid hefty penalties from the regulator, as well as preparing for the open market in 2017, it’s imperative that customer experience is top of the corporate agenda. While SIM scores offer a useful overview of customer service

Survey Design: The backbone of a solid customer experience strategy
Articles and Whitepapers

Survey Design: The backbone of a solid customer experience strategy

The backbone of a solid customer experience strategy lies within the survey tools in place. The best way of finding out what your customers think is simply by asking them. This paper is aimed at anyone in customer services with an interest in customer care,

Voice of the customer: A Call Centres Calling
Articles and Whitepapers

Voice of the customer: A Call Centres Calling

For companies with medium to large customer service operations, and in particular those that utilise call centres to respond to queries from existing customers and facilitate the conversion of initial enquiries from potential customers, the 'voice of the customer'

An Interview with the A2Dominion team
Articles and Whitepapers

An Interview with the A2Dominion team

In this interview Claudia Thorpe meets some of the management team and explores how real-time feedback can help drive both agent and customer satisfaction About A2Dominion A2Dominion is a leading housing provider and property developer, managing over 35,000

The 7 Golden Rules of Customer Surveys
Articles and Whitepapers

The 7 Golden Rules of Customer Surveys

Let’s face it Voice of Customer tools are big business in the world of contact centres, but you would be surprised at the amount of organisations who do very little with the valuable insight they capture. A well organised VOC programme can provide a gold mine of

What to measure and manage in a contact centre
Articles and Whitepapers

What to measure and manage in a contact centre

Watch "What to measure and manage in a contact centre by Bright UK" on YouTube https://youtu.be/riFeT-rrlqc

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