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: Video Corner

Why call centres should measure Employee Engagement regularly
Video Corner

Why call centres should measure Employee Engagement regularly

Our recent research has shown that there is almost a 1:1 ratio between the Employee NPS and the Customer NPS score. Watch the 2 min video below to find out why call centres should measure employee engagement

Top tips to drive up survey response rate
Video Corner

Top tips to drive up survey response rate

What survey response rate are you getting? Are you looking to drive it up? Watch this short 2min video from Simon Thorpe for some top tips including channel matching and the importance of real time

Improve your Contact Centre NPS
Video Corner

Improve your Contact Centre NPS

Are you looking to improve your Contact Centre NPS? Watch Simon Thorpe share 8 steps that help design, build and execute effective customer feedback programs. Interested in hearing more? Why not register for a complimentary workshop by clicking

“How to create self-correcting contact centres”
Video Corner

“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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