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2 minutes on… Optimising team leader/advisor ratios
Richard Beard Richard Beard explains how you can optimise team leader/advisor ratios and introduce the deputy manager. Budgets usually determine how many advisors to a team manager there are in a...
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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 UK launches new Voice of Customer analytics features. –“Like speech...
Hot on the heels after having just achieved the highest position for voice of the customer products in the CCH 2014 Technology awards, Bright announces new features to its product Bright Navigator,...
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2 minutes on… measuring FCR in a robust way
Mats Rennstam When carrying out benchmarking reviews of customer service operations, Bright see so many different ways of measuring FCR (many utterly unreliable) that we take first them though a manual...
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2 minutes on… achieving consistency across multichannel
Mike Davies The quickest fix for good multi-channel operations in our industry is basing targets on facts and customer preferences, as opposed to gut feelings and what is “hot” to focus on right now....
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New Case Study – Three
Three Claudia Thorpe reveals how mobile company 3 got the best from benchmarking their customer service operation. Claudia Thorpe interviewed Stuart Saw and Chris Coyle at 3, who have shared a...
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New benchmarking programme launched – Gold Standard
New benchmarking programme launched – Gold Standard To achieve Gold Standard, the participating organisation will have to meet a level of competence in all three areas; customer satisfaction, employee...
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