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“.

Slater Gordon Solutions Motor Case Study
Case Study

Slater Gordon Solutions Motor Case Study

Slater Gordon Solutions Motor has seen a reduction in attrition by 10% and advisors are driving their own careers. Within one-month CSAT improved by 9%. Read their story here. “The survey results have enabled us to build a career journey so that advisors can

Is naming and shaming what the customer service industry needs to raise their game?
News

Is naming and shaming what the customer service industry needs to raise their game?

Since the 80’s there have been two major obstacles in trying to significantly improve customer satisfaction. Firstly, the lack of structured insight to focus on the right things, secondly the lack of funding and engagement from the C-suite. The first can now be

Retaining the human touch in a world of machines
Articles and Whitepapers

Retaining the human touch in a world of machines

Stanley Milgram conducted a famous experiment in 1963, the year before I was born. No, he wasn’t a Frankenstein de nos jours, and I wasn’t his creation, whatever you’ve heard from my school chums. His experiment measured the appetite and capacity of study

WHY CALL CENTRES SHOULD STOP TARGETING AGENTS ON NPS
Video Corner

WHY CALL CENTRES SHOULD STOP TARGETING AGENTS ON NPS

The common challenge we see within the contact centre is that agents are being targeted directly on an NPS score. Watch this 2 min video to hear why we recommend that you stop doing this and start targeting agents on areas within their span of

The Correlation Between Employee NPS and Customer NPS
Video Corner

The Correlation Between Employee NPS and Customer NPS

Through our years of research we have found that there is a direct correlation between the Customer NPS  and the Employee NPS. Watch the 2 min video below to hear our recommendations that will help you improve your contact centre net promoter

Webinar: Improve Your Contact Centre Net Promoter Score
Webinar

Webinar: Improve Your Contact Centre Net Promoter Score

  Having conducted thousands of benchmarking reviews and customer and employee engagement surveys we understand the best ways to improve your contact centre NPS. Simon Thorpe, Director, delivered the 8 steps that help design, build and execute effective

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

Which? Case Study
Case Study

Which? Case Study

Which? Mortgage Advisers exceed monthly NPS targets. Read their story here. "NPS has increased by 19 points and is now tracking at 83 for the completion stage of the process. We couldn’t have got to the bottom of the problem without Bright

House Warming Party
News

House Warming Party

On Monday afternoon we welcomed our clients and close contacts to our new home at the Blue Fin Building in Southwark. Mats Rennstam delivered a presentation on realising potential for 2019 and beyond.

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