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: Employee Engagement

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… 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

NEW white paper on Best Practice for Customer Satisfaction Surveying
Articles and Whitepapers

NEW white paper on Best Practice for Customer Satisfaction Surveying

We are dedicated to helping organisations improve their customer service experience and we have now released an extensive white paper focused on best practice for customer satisfaction surveying. Some of the areas covered are: Sample sizes, how much is

Bright Newsletter – Bright Ideas Q1 2013
Bright Ideas (newsletters)

Bright Newsletter – Bright Ideas Q1 2013

Can good customer service be too good? Should you be measuring how fast you can answer the phones? Is that what matters to your customers? How do you know? If you have too narrow a view of what drives customer experience, then your organisation could be limiting

Bright Ideas Autumn 2012
Bright Ideas (newsletters)

Bright Ideas Autumn 2012

Welcome to our Autumn 2012 issue of Bright Ideas, sharing tips, news and research findings on customer management WHITE PAPER: Bright's guide to Achieving Best in Class Contact Centre Performance Based on our over 1,000 benchmarking reviews and 2 million

NEW! 26 page white paper on how to become a best in class contact centre!
Contact Centre Performance

NEW! 26 page white paper on how to become a best in class contact centre!

Based on our over 1,000 benchmarking reviews and 2 million customer satisfaction surveys, we have this week released a comprehensive guide on how to achieve best in class contact centre performance. It contains industry first research findings on what it takes to

Employee engagement – why does it matter so much?
Employee Engagement

Employee engagement – why does it matter so much?

Why does Employee engagement have such a big impact on both efficiency and c-sat, how can you monitor it and more importantly; how can you drive it? Click on the link below to read the article. Employee engagement article (pdf, 549 kB)

Do dress codes matter?
Employee Engagement

Do dress codes matter?

Most companies have different atmosphere as well as different rules (or no rules) on how to dress and behave at the workplace. We set out to see if we could find any correlations and started with interviewing two ends of the scale. BPS Contact Centres with an

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Download our 25 page white paper full of insight from Bright’s research into customer experience benchmarking over the last ten years.
Alternatively email us at info@brightindex.co.uk for hard copies for you and your team.

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