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“.

Category: 2 mins on…

2 minutes on… Text analytics, a game changer.
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2 minutes on… Text analytics, a game changer.

Stop non-customer service departments doing stupid things to your customers. Go from manual data mining of verbatim to automatic real-time insight. Become a real-time information hub for your entire organisation. A longstanding challenge for the

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

2 minutes on… survey fatigue
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2 minutes on… survey fatigue

A cloud on the industry horizon - survey fatigue  Voice of customer solutions are a brilliant tool for creating self-correcting organisations but there is a significant threat to this resource that we need to address collectively before it’s too late; survey

2 minutes on… Why outsourcers should embrace benchmarking
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2 minutes on… Why outsourcers should embrace benchmarking

Very few outsourcing clients are able to quantify the benefits their outsourcing arrangements give them and only a staggeringly small proportion of companies use independent benchmarking to measure the success or otherwise of their outsourcing contracts. A KPMG

2 minutes on… Speech analytics on a budget
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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
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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

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

2 mins on… Using your Voice of Customer Solution for Compliance
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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’s 2 minutes on… Removing AHT as a frontline metric
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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

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