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“.

Bright Ideas April 2006
Bright Ideas (newsletters)

Bright Ideas April 2006

Spring is finally here and not a day too soon. As usual, along with spring come the annual results from the largest consultative benchmarking survey for contact centres. In this Newsletter we will give you a summary of current trends from the survey, some

Bright Ideas January 2006
Bright Ideas (newsletters)

Bright Ideas January 2006

TRENDS FROM THE LATEST BRIGHT INDEX BENCHMARKING® REPORT Report 2006:1 comprises in depth analysis of the most relevant KPIs of +60 leading contact centres. The data is taken from the participants’ own systems and is thus the most accurate benchmarking data on

Bright Ideas October 2005
Bright Ideas (newsletters)

Bright Ideas October 2005

As the autumn leaves fall and we’re hard at work improving call resolution rates and service levels, don’t forget to put your Wellies on and take a stroll in the woods. Bright gives away a number of mushroom knifes in this issue just in case you come across a

Bright Ideas July 2005
Bright Ideas (newsletters)

Bright Ideas July 2005

We’re in the middle of summer and Contact Centre issues are hotter than ever. The objective of these Newsletters is to give you a concise summary of current trends in the sector and what’s going on right now at Bright. Please let us know if there are any

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