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: Contact Centre Performance

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

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

2 minutes on… Increasing contact centre sales
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2 minutes on… Increasing contact centre sales

Mats Rennstam, MD of Bright takes a look at increasing upsales in your contact centre. Most organisations would like to increase their sales on inbound calls but are wary of recent PPI scandals and Ofcom fines for high pressure sales methods. In this paper we

2 minutes on…. Shrinkage & what it tells us
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2 minutes on…. Shrinkage & what it tells us

Call Centre workers only actually work 42% of the time!! Well that is not exactly true but it has got your attention, right? What is true is in our UK based benchmarking in the last 12mths only 42% of an agent’s time is actually spent doing what we really want

What to look for when buying a Performance Management Solution
Articles and Whitepapers

What to look for when buying a Performance Management Solution

Simon Thorpe provides some advice on choosing the best Performance Management Solution for you. 1. Make sure you include voice of customer feedback in your solution. Customer feedback software is as popular as ever as organisations strive to better understand

2 minutes on… Optimising team leader/advisor ratios
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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
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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

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Alternatively email us at info@brightindex.co.uk for hard copies for you and your team.

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