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Articles - Bright

Discover and explore our Bright content collection, including articles, blogs, news stories, case studies, resources and more.

person hand putting the phone down

When Is It OK to Hang-Up on a Customer?

Improve NPS Score

16 Ways to Improve Your Net Promoter Score (NPS)

Top 10 Contact Centre Software and Technology 2018

The Best Contact Centre Survey Questions to Ask

8 Quick Ideas From the Domestic & General Contact Centre

Correlating Quality Assurance and NPS to Drive Shareholder Value

What Does Good Customer Service Look Like?

How Will GDPR Affect the Call Centre Industry?

26 Contact Centre Technology Predictions for 2018

How to Calculate… Net Promoter Score

21 Practical Techniques to Boost Customer Satisfaction in Six Weeks

Is There a Correlation Between Queue Time and Customer Satisfaction Levels?

Top 10 Contact Centre Software and Technology 2017 – The Results

11 Ways to Secure More Budget for Your Contact Centre

Top 10 Contact Centre Software and Technology 2016 – The Results

10 Top Tips to Improve Your Quality Scores

How Do I… Remove Average Handling Time (AHT) as an Agent Target?

The Best Ways to Handle Customer Feedback

voice megaphone

How Do I.. Capture the Voice of the Customer?

What to Look for When Buying… A Performance Management Solution

30 Strategies for Improving Agent Productivity

How Do I… Achieve Consistency Across Different Channels?

What Is the Best Way to Measure First Contact Resolution?

performance athlete

Trade Secrets: Getting the best from your Performance Management solution

SupportZebra Cost Clarity box

Editor's Pick

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

Thumbnail What Will Agent Roles Look Like in 2035?

What Will Agent Roles Look Like in 2035?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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