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: Customer Satisfaction

The 2017 guide to improving your contact centre NPS
Articles and Whitepapers

The 2017 guide to improving your contact centre NPS

Based on extensive research on how top performers achieve industry beating scores, Bright present 8 steps guaranteed to significantly improve your NPS scores. This 9 page white paper is free to download HERE (no registration needed.). Alternatively download the

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

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

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

“How to create self-correcting contact centres”
Articles and Whitepapers

“How to create self-correcting contact centres”

After 15 years of reviewing customer service operations we believe that contact centres collectively could be delivering significantly better customer satisfaction than they are. This presentation (Forum events, June) describes how best in class performers do it

2 minutes on… Optimising team leader/advisor ratios
2 mins on...

2 minutes on… Optimising team leader/advisor ratios

Richard Beard explains how you can optimise team leader/advisor ratios and introduce the deputy manager. Budgets usually determine how many advisors to a team manager there are in a contact centre. However, the right team leader/advisor ratio has a significant

2 minutes on… How to beat the rest!
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2 minutes on… How to beat the rest!

We recently compared our clients’ performance to several standard industry benchmarking reports and found that their performance was superior on most of the relevant KPI's. Here we share some top tips on how you too can achieve a healthier performance. As well

Bright UK proves link between customer service and company profits.
Articles and Whitepapers

Bright UK proves link between customer service and company profits.

At the UK National Contact Centre Conference, Bright UK proved the link between customer service and company profits. London, November 6, 2013. Today, Bright UK, a leading customer service and benchmarking company, presented new research busting a number of

2 minutes on… Myth Busting in Customer Services
2 mins on...

2 minutes on… Myth Busting in Customer Services

For far too long there have been rules and targets in the customer service industry based only on gut feelings and an “everyone else says it, so it must be true” attitude. No more. Myth 1 – Female vs. Male and Young vs. Old Advisors impact on CSAT. We

2 minutes on… First Contact Resolution
2 mins on...

2 minutes on… First Contact Resolution

Optimising processes is the quickest way to pull off the magic trick of cutting costs and improving customer satisfaction at the same time. Why then are there still so many businesses operating inefficient processes, highlighted by low FCR? Well, it’s a

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