Is self-service for you and if so how do you make your customers love it?
This article was originally posted in our LinkedIn group (link). You are most welcome to share your view and experience. While we often hear people around us complaining about endless IVR menus, in the...
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NEW! 26 page white paper on how to become a best in class contact centre!
Based on our over 1,000 benchmarking reviews and 2 million customer satisfaction surveys, we have this week released a comprehensive guide on how to achieve best in class contact centre performance. It...
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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...
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FSA highlights risks in financial incentives based on sales
Lloyds TSB, Barclays and British Gas are all in line to scrap incentives based on sales and focus on customer satisfaction following new FSA guidelines. In September, the Financial Services Authority...
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Five steps to achieving a 30% C-Sat increase
Bright UK offers contact centre professionals advice on how to deliver a world class customer experience Bright UK, the company dedicated to helping organisations improve their customer service...
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Bright warns that good customer service may be too good!
Bright UK research shows that some contact centres are exceeding customer expectations in one area at the detriment of another. London, 25th January 2013 — If you have a too narrow view of what drives...
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Bright Newsletter – Bright Ideas Q1 2013
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...
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You CAN prove the value of customer service!
Bright UK, the company dedicated to helping organisations improve their customer service experience, is demonstrating to contact centres across the UK that they can prove the value of customer service...
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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...
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Self-service is proven to deliver greater CSAT
The top performing contact centres benchmarked by Bright UK have a higher level of self-service than others. London, May 2013 — After benchmarking over 1,000 contact centres across Europe , Bright UK,...
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7 Tips for Gathering Actionable Customer Insight
A successful customer experience strategy relies on knowing what your customers really think, and being able to convert the feedback into actions. Over the last five years the contact centre industry...
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Bright’s 2 minutes on… beating 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...
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2 minutes on…‘Getting Customer Surveys Right’
Mats Rennstam Feedback can be hugely valuable to your business – and customer surveys are a direct and reliable way of gathering it. Survey experts Bright detail the dos and don’ts of an effective...
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Bright’s 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....
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