Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Making Notes on Customers Account Jane 23rd May '16 4223 5
Annualized attrition calculation Pratap 12th Aug '16 3916 2
Capacity Planning Templates Claire Walton 6th Apr '17 3885 2
Customer Care Mission Statements Michael 8th Jun '01 2269 11
Flow Out Calls Ven 20th Mar '17 2248 4
Agent productivity Formula Hariharan 6th Mar '17 2195 4
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 1854 2
script for verification calls charles 2nd Aug '16 1508 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 1492 2
Propensity to call help Anon 24th May '17 1263 2
Goodwill gestures Joe 1st Nov '18 1090 4
Copy of a call I have made Trevor 7th Jan '18 989 2
Call Centre Development Business Plan tina 31st Jan '17 936 4
Behind on responding to new leads vikash 1st Feb '18 913 2
Corrective Action Plan VIctor 25th Nov '16 874 2
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 800 2
Email AHT Nicky 9th May '17 746 3
Chat operations capacity planning Gnaneswar 15th Sep '16 715 2
Dissatisfaction (DSAT) Analysis Navid 19th May '18 690 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 688 6
Real Time Monitoring Team Anon 22nd Feb '17 657 5
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 581 2
Customers want friendly formality from contact centres Neil 8th Jul '07 569 3
Assessment for Call Center managers? Nino 13th Dec '16 548 5
Dealing with suicidal callers Paul 15th Mar '18 531 2
How do you handle a diffcult customer? Sheley 29th Nov '07 525 28
Describe an experience when you had to deal with a difficult customer. Roshi 18th Apr '18 488 2
Customer disservice Robert 16th Jul '02 431 9
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 420 3
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 415 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 403 2
Handover 24/7 Johann 24th Feb '02 398 2
what would you change in your current role of an airline customer service agent" Charles 15th Aug '18 384 2
Capital Index Asking For 3rd Party information shyam 14th Apr '19 378 2
How to increase AHT? Agata 13th Jul '18 368 3
Understanding enquiries Emma 4th Jan '18 364 2
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 328 4
Quality Parameter Sarju 21st May '18 317 3
Access Permissions for Call Recording Manish 25th Feb '18 284 2
High turnover rate of employment at call centers Mary 13th Oct '17 276 5
Compliance Quality Amrita 9th Aug '18 267 2
Dealing with the difficult caller John 3rd Sep '01 262 6
New Customer Onboarding Program Husain 7th Feb '18 255 2
Customer Service Metrics: Email Phill 13th Feb '02 238 12
Call Handling Quality Measurements Helen 15th May '02 230 3
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 227 2
Team Record - MS Excel Format Mohammed 11th Jun '16 223 3
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 213 2
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 212 3
Empowering Agents For Customer Satisfaction shane 18th May '01 208 4
Industry average figure for Service Level Timothy 17th May '16 205 2
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 204 4
Customer Satisfaction measurements Vedula 18th May '01 204 36
Using recorded calls for training Chris 20th Sep '02 201 12
Calculation of Staff Required Raju 21st Oct '16 200 3
TRANSFERRING CALLS DARRELL 19th Jun '02 198 7
How to advance? Babu 8th Mar '04 197 2
Call Centre do they add value to a company naveed 16th Oct '03 192 3
Social Media Service Levels Richard 25th Feb '19 190 2
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 189 2
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 187 2
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 186 4
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 186 7
Why do customers leave? Neil 25th Jul '06 185 13
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 181 4
Dealing with complaints effectively John 9th Nov '01 177 5
Is Customer Service Delivery Dying ? Niels 14th Feb '02 174 20
Customer Experience Metholodology Lynn 12th Feb '19 172 2
Post Call Surveys Ann-Marie 21st Mar '07 165 7
Things to avoid in call centres... Jim 20th Apr '01 164 12
Call recoring legalities Michael 14th Dec '10 161 4
Complaint Management Bukola 6th Nov '03 161 10
What is your view of Voice Of the Customer? Elad 8th Jan '09 159 26
Talk is Cheap: Name Calling Jeff 23rd Jun '08 159 8
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 157 8
Inbound Vs Outbound Desmond 1st May '17 157 5
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 155 4
Them and us - how is your customer service department viewed? John 30th May '02 153 7
Success? It's not found in your title. Graham 14th Feb '03 150 18
Measuring Customer Satisfaction Brendon 14th Mar '02 150 4
Reducing wait times or increasing customer experience? Stuart 30th Nov '04 149 12
Does anyone have an example of a pay per call model? Sara 7th Jun '16 145 3
Customer Service Guarentee Schemes Robert 5th Sep '01 144 6
The process versus the customer Closed 9th Apr '04 142 4
Customer satisfaction benchmarking Peter 15th Nov '02 142 4
Getting to know your customers William 13th Aug '01 142 4
Gantt Chart vs Erlang Kauto 8th Nov '16 137 3
Reaching the decision maker Ann-Marie 23rd Jan '08 134 6
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 133 3
Customer Satisfaction ? John 19th Feb '03 132 5
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 131 7
Standard for customer satisfaction surveys Jane 5th Aug '03 129 4
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 124 3
Motivating Your Agents Mike 5th Apr '17 123 3
Customer Diversity Training Closed 30th Jun '05 113 4
Unavailable /Wrap Time Ben 14th Sep '16 112 3
Talk is Cheap - Confidence Game Jeff 11th Aug '08 107 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 50 2