The White Company is known for impeccably stylish, beautifully designed products, principally in white. The retailer believes in making the most of life’s simple pleasures – and that it’s the little things that matter.
The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered.
Bright Navigator was implemented to survey customers to gather evidence to enable performance to be measured properly.
- Automating customer feedback delivered a 20% increase in response rates enabling greater confidence in the accuracy of the feedback
- Issues are dealt with as soon as they happen and training for staff is provided based on what is required
- The evidence enabled The White Company’s outsource partner to deliver the same quality service quicker
Case Study: Network Homes – Exceed CSAT targets, Improve Agent Utilisation & Increase Employee Engagement
Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
Case Study: TUI – Improving customer experience during a major business transition
TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice.
Case Study: Co-op turn conversations into insights
The Co-op was on a journey to build on valued relationships with customers and members and turn their one million plus customer conversations into insights.
Brochure: Bright Guide – the road to best in class customer service
The focus on improving customer experience has never been more critical. Knowing what your customers really think is important when exploring ways to improve the service you deliver to them.
White Paper: Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.
Blog: Service design: breaking the rules of customer contact centres
Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.
Podcast: Season 2: The CX Chat with Matt and Simon
A weekly podcast on all things Customer Experience (CX).
Blog: How to build a better bot faster with Dialogflow CX
You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow […]
Podcast: A paradigm shift is on the horizon for Contact Centres
In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were
Podcast: Has the pandemic changed the Contact Centre industry forever?
The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking. In this podcast, Lisa Steele joins the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.
Podcast: How to make every leader in your company a CCO and how to drive growth with service excellence
In this week's episode, Martin Schilling joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Customer Officer and best practices on how to drive growth with service excellence.