White paper on how to become a best in class contact centre

Based on over 1,000 benchmarking reviews and 2 million customer satisfaction surveys, Bright has this week released a guide on how to achieve best in class contact centre performance.

It contains industry first research findings on what it takes to become a top performer and what best in class looks like. It looks at all aspects of optimising a centre, from how to improve productivity metrics, monitoring and managing employee engagement, and how to capture and drive quality measurements like C-SAT, NPS and customer effort.

This is the third time they release a major guide and as per previous guides, it also contains recent industry trends as well as case studies from some high performing organisations giving readers an understanding of their journey.

Alongside the various segments, industry comments have been included from Claudia Thorpe, AnneMarie Forsyth, Mike Havard and Jonty Pearce.

Bright’s Managing Director Mats Rennstam comments:
“This is our way of giving back to the industry and we hope that the guides will contribute to raise the game for customer service in the UK. “

For a digital copy of the guide go to:  Achieving Best In Class Contact Centre Performance