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: Research

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

“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

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