Workshop Series - Brought to you by The Forum in partnership with Bright UK

Following the success of the 2016 workshop series the Forum and Bright UK are delighted to announce another programme of events taking place in the autumn of 2017. 

How to develop a world class feedback program and how to harness this insight to improve operational performance. 

Tuesday 24th October 2017 
The Tower Hotel, London

This free workshop is designed to help companies understand the value of collecting insight and how it can be used to solve everyday customer management issues.  What you will learn:The basics: 
  • Identifying valuable sources of insight 
  • The value of collecting feedback – practical applications, success stories, ways it can be harnessed. 
  • How to set up an effective feedback program for both customers & employees 
  • Creating surveys that will engage your audience and improve response rate 
  • Developing an omnichannel CX program 

4 x practical uses of insight to drive positive improvement – Including Case Study Examples 

  • Website failure demand: How to use insight to drive down avoidable contact and build a successful digital experience 
  • Route Cause Analysis: How to use text analytics to pin point people vs process issues and identify the main drivers of customer dissatisfaction
  • Quality and coaching: How to use VOC/VOE data to bring to life your quality program and engage the frontline 
  • Quantifying the benefits of your CX program: How to set realistic goals and create links to ROI and profitability 

Who should attend?

  • Anybody looking to harness the power of effective customer feedback
  • Anyone with responsibility for their Voice of the Customer or Employee Engagement strategy
  • Business leaders who are looking to use insight to help drive performance improvements 
  • Ideal for managers, insight, quality and operational service leaders with a passion for delivering effective customer experience 

About Bright

Bright was founded in 2000. Since then over 1,000 contact centre reviews have been carried out and millions of clients’ customers are surveyed every year. Based on this we know what it takes to become a best in class customer service operation and have perfected our tools to help clients achieve this:

  • Performance benchmarking (Bright Index)
  • Real-time customer satisfaction measuring (Bright Navigator)
  • Employee engagement (Bright Employee Index)

The results form a platform for participants’ target setting and improvement plans. The end goal is to significantly improve our clients’ competitive edge, at the same time as we improve overall customer and staff satisfaction.

Book your place now

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