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“.

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
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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
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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.

Top tips to drive up survey response rate
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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
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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

Bright Ideas Spring Edition 2018
Bright Ideas (newsletters)

Bright Ideas Spring Edition 2018

Welcome to the first quarterly Bright Ideas newsletter of 2018. We have plenty of news and insights to share with you including a case study from Co-op, winners of the best voice of customer award at the ECCCSA's. Check it out below.

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Download our 25 page white paper full of insight from Bright’s research into customer experience benchmarking over the last ten years.
Alternatively email us at info@brightindex.co.uk for hard copies for you and your team.

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