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Do dress codes matter?

Do dress codes matter? Follow the link to read the article (pdf, 122 kB) Do dress codes matter?

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Employee engagement – why does it matter so much?

Why does Employee engagement have such a big impact on both efficiency and c-sat, how can you monitor it and more importantly; how can you drive it? Click on the link below to read the article....

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Giving contact centre agents the power to make a difference! (Video)

Giving contact centre agents the power to make a difference! Bright presenting research findings on what drives employee engagement and effectiveness, key thoughts around agent proactivity and mandate...

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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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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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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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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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“How to create self-correcting contact centres”

After 15 years of reviewing customer service operations we believe that contact centres collectively could be delivering significantly better customer satisfaction than they are. This presentation...

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