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: Trends

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

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

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

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