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: Insights

Had a bad day?  Not as bad as your customers…
Articles and Whitepapers

Had a bad day? Not as bad as your customers…

How to turn around customer dissatisfaction in different sectors. By Christine Howard, Senior consultant, Bright UK. Let’s face it: your customers don’t want to speak to you.  They would like to be getting on with the rest their day, but something has gone

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

Are the banks ready for the CMA to publish their NPS scores next year?
Articles and Whitepapers

Are the banks ready for the CMA to publish their NPS scores next year?

In 2018 customer advocacy, will become even more critical for banks as the Competition and Markets Authority’s (CMA) plan to publish service quality metrics for the first times becomes a reality. This as part of their large “Making banks work harder for you”

A brief history of NPS & 3 tips for maximising ROI
Articles and Whitepapers

A brief history of NPS & 3 tips for maximising ROI

Since its introduction to the world in 2003, Net Promoter Score (NPS) has become an increasingly popular tool for improving return on investment. By measuring how likely a customer is to recommend your business to others, NPS allows decision makers to assess the

7 Signs of an Industry Leading Customer Service Centre
Articles and Whitepapers

7 Signs of an Industry Leading Customer Service Centre

It’s practically unthinkable that only a few years ago, customer service was viewed by the majority as little more than back-office business administration. Thankfully, times have changed. The internet, social media and sharing platforms like TripAdvisor mean

Benchmarking can help improve customer service performance levels
Articles and Whitepapers

Benchmarking can help improve customer service performance levels

Mats Rennstam, Managing Director of Bright UK: The customer service industry has evolved beyond all recognition. Days of manual phone management and scripted responses have gone and been replaced by cutting-edge technology and detailed, interaction-specific

Banking and Financial Services Top UK Customer Satisfaction
Articles and Whitepapers

Banking and Financial Services Top UK Customer Satisfaction

Bright report reveals how UK industries perform when it comes to customer service The banking and financial services sectors have the best levels of customer service satisfaction in the UK – that’s according to Bright, which today released the results of its

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