Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Capacity Planning Templates Claire Walton 6th Apr '17 9656 3
Making Notes on Customers Account Jane 23rd May '16 8965 5
Multi task Mohd 1st Aug '19 8224 2
Annualized attrition calculation Pratap 12th Aug '16 7165 2
Customer Care Mission Statements Michael 8th Jun '01 4687 11
Dissatisfaction (DSAT) Analysis Navid 19th May '18 4498 2
Agent productivity Formula Hariharan 6th Mar '17 4300 6
script for verification calls charles 2nd Aug '16 2918 2
Dealing with suicidal callers Paul 15th Mar '18 2466 3
Goodwill gestures Joe 1st Nov '18 2452 4
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 2349 2
Targets for Email AHT Nicky 9th May '17 2301 4
Propensity to call help Anon 24th May '17 2245 2
Airline chat support Ghie 15th Oct '20 2183 2
How long to stay on hold for a customer Nathanael 16th Oct '20 2159 2
Can the customer get a copy of the recorded conversation? irving 19th Mar '21 1973 2
Call Centre Development Business Plan tina 31st Jan '17 1660 4
Copy of a call I have made Trevor 7th Jan '18 1610 2
Corrective Action Plan VIctor 25th Nov '16 1508 2
Chat operations capacity planning Gnaneswar 15th Sep '16 1344 2
Behind on responding to new leads vikash 1st Feb '18 1235 2
4 pm Handover Issues Mohamed 26th Sep '19 1199 2
Assessment for Call Center managers? Nino 13th Dec '16 1124 5
How to forecast Abandon rate with erlang Mike 19th Feb '17 1116 3
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 993 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 944 6
Real Time Monitoring Team Anon 22nd Feb '17 936 5
Customer disservice Robert 16th Jul '02 846 9
How do you handle a diffcult customer? Sheley 29th Nov '07 841 28
Dealing with complaints effectively John 9th Nov '01 751 6
Handover 24/7 Johann 24th Feb '02 706 2
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 687 2
Customers want friendly formality from contact centres Neil 8th Jul '07 683 3
Customer complaint - product did not arrive on time M v 11th Aug '20 533 2
Customer Contact Experience Rishabh 16th Mar '20 525 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 520 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 512 2
Addressing Callers by Name Jeff 23rd Jun '08 501 9
Capital Index Asking For 3rd Party information shyam 14th Apr '19 478 2
Dealing with the difficult caller John 3rd Sep '01 466 6
Understanding enquiries Emma 4th Jan '18 460 2
Quality Parameter Sarju 21st May '18 456 3
Customer Service Metrics: Email Phill 13th Feb '02 456 12
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 454 4
High turnover rate of employment at call centers Mary 13th Oct '17 408 5
How are you handling/showing compassion to emotional callers during the COVID-19 pandemic? Kayla 31st Mar '20 407 2
How do you Handle Customer Complaints - Interview Question Clara 10th Mar '20 404 2
Call Handling Quality Measurements Helen 15th May '02 388 3
Access Permissions for Call Recording Manish 25th Feb '18 386 2
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 382 4
New Customer Onboarding Program Husain 7th Feb '18 360 2
Customer Satisfaction measurements Vedula 18th May '01 360 36
Calls from Customers who are driving Shaun 9th Jan '20 347 2
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 339 2
TRANSFERRING CALLS DARRELL 19th Jun '02 335 7
Why do customers leave? Neil 25th Jul '06 331 12
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 328 2
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 328 4
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 322 2
Post Call Surveys Ann-Marie 21st Mar '07 317 6
Calculation of Staff Required Raju 21st Oct '16 314 3
Empowering Agents For Customer Satisfaction shane 18th May '01 310 4
Industry average figure for Service Level Timothy 17th May '16 308 2
How to advance? Babu 8th Mar '04 305 2
Social Media Service Levels Richard 25th Feb '19 305 2
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 304 7
Complaint Management Bukola 6th Nov '03 289 10
Call Centre do they add value to a company naveed 16th Oct '03 283 3
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 281 4
Unavailable /Wrap Time Ben 14th Sep '16 278 3
Is Customer Service Delivery Dying ? Niels 14th Feb '02 276 20
Inbound Vs Outbound Desmond 1st May '17 273 5
What is your view of Voice Of the Customer? Elad 8th Jan '09 266 26
Customer Service Guarentee Schemes Robert 5th Sep '01 254 6
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 253 8
Customer satisfaction benchmarking Peter 15th Nov '02 253 4
Success? It's not found in your title. Graham 14th Feb '03 248 18
Measuring Customer Satisfaction Brendon 14th Mar '02 247 4
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 244 4
Getting to know your customers William 13th Aug '01 240 4
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 238 3
Motivating Your Agents Mike 5th Apr '17 236 3
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 236 3
Standard for customer satisfaction surveys Jane 5th Aug '03 227 4
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 225 7
Talk is Cheap - Confidence Game Jeff 11th Aug '08 193 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 160 2