Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 807 2
Making Notes on Customers Account Jane 23rd May '16 597 5
CUSTOMER CARE Michael 8th Jun '01 578 11
script for verification calls charles 2nd Aug '16 412 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 209 6
Flow Out Calls Ven 20th Mar '17 202 4
How do you handle a diffcult customer? Sheley 29th Nov '07 180 28
Agent productivity Formula Hariharan 6th Mar '17 169 2
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 143 2
Real Time Monitoring Team Anon 22nd Feb '17 138 5
Propensity to call help Anon 24th May '17 126 2
Corrective Action Plan VIctor 25th Nov '16 122 2
Capacity Planning Claire Walton 6th Apr '17 121 2
Dealing with the difficult caller John 3rd Sep '01 118 6
Industry average figure for Service Level Timothy 17th May '16 109 2
Calculation of Staff Required Raju 21st Oct '16 108 3
Chat operations capacity planning Gnaneswar 15th Sep '16 104 2
How to advance? Babu 8th Mar '04 103 2
Assessment for Call Center managers? Nino 13th Dec '16 103 5
Team Record - MS Excel Format Mohammed 11th Jun '16 102 3
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 95 3
Call Centre Development Business Plan tina 31st Jan '17 94 4
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 93 2
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 92 4
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 92 4
Call Centre do they add value to a company naveed 16th Oct '03 91 3
Scripting When Charging Fees Claudia 8th Jun '17 88 2
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 86 4
TRANSFERRING CALLS DARRELL 19th Jun '02 82 7
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 81 3
Handover 24/7 Johann 24th Feb '02 80 2
Repeated Call Macro 22nd Dec '16 79 2
Why do customers leave? Neil 25th Jul '06 78 13
Customer Satisfaction measurements Vedula 18th May '01 75 36
Using recorded calls for training Chris 20th Sep '02 75 12
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 75 2
Dealing with complaints effectively John 9th Nov '01 74 5
Call recoring legalities Michael 14th Dec '10 73 4
Call Handling Quality Measurements Helen 15th May '02 72 3
Customer Service Metrics: Email Phill 13th Feb '02 71 12
Post Call Surveys Ann-Marie 21st Mar '07 68 7
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 65 2
Things to avoid in call centres... Jim 20th Apr '01 64 12
Is Customer Service Delivery Dying ? Niels 14th Feb '02 64 20
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 63 8
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 61 3
Measuring Customer Satisfaction Brendon 14th Mar '02 60 4
Call Centre Bench Marks FIDA 12th Apr '17 60 2
Customer satisfaction benchmarking Peter 15th Nov '02 57 4
What is your view of Voice Of the Customer? Elad 8th Jan '09 57 26
Complaint Management Bukola 6th Nov '03 56 10
Gantt Chart vs Erlang Kauto 8th Nov '16 56 3
Email AHT Nicky 9th May '17 56 3
Customer Service Guarentee Schemes Robert 5th Sep '01 54 6
Complaint Calls Andrew 4th Dec '02 54 2
Them and us - how is your customer service department viewed? John 30th May '02 53 7
Customer Satisfaction Surveys TROY 30th Jul '03 53 7
Outsource Payment Model Ahmed ELRabei 31st Mar '17 53 2
The process versus the customer Closed 9th Apr '04 52 4
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 52 2
customer satisfaction shane 18th May '01 51 4
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 51 8
Getting to know your customers William 13th Aug '01 50 4
Success? It's not found in your title. Graham 14th Feb '03 50 18
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 50 4
Contact Centre Crisis Plan mohammad 8th Jan '17 50 2
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 49 12
Reaching the decision maker Ann-Marie 23rd Jan '08 49 6
Customer Satisfaction ? John 19th Feb '03 48 5
Standard for customer satisfaction surveys Jane 5th Aug '03 48 4
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 48 3
Colleague Experience Manager Saeed 23rd Oct '16 48 2
Dialler comparisons Chris147 19th Sep '16 47 2
Motivating Your Agents Mike 5th Apr '17 47 3
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 47 2
Efficiency & Data Analysis Training Laurens 30th Dec '16 46 2
Customer disservice Robert 16th Jul '02 45 8
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 45 3
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 45 7
Costing model for a start up call center hendry 18th Jun '16 44 2
Action plan for increasing employee engagement Kathryn 31st Jul '16 44 2
(Quality Article) Talk is Cheap - Confidence Game Jeff 11th Aug '08 43 3
Login hours Ritesh 25th Jan '17 42 2
Customer Diversity Training Closed 30th Jun '05 41 4
Inbound Vs Outbound Desmond 1st May '17 41 5
What are the support models for Front line Inbound agents Aiden 14th Jul '16 40 2
Does anyone have an example of a pay per call model? Sara 7th Jun '16 39 3
What is a Satellite Call Centre George 5th Oct '16 39 2
Agent Insubordination Paul 19th Aug '16 37 2
Any experience with Autom8? Elliot 13th Sep '16 37 2
Sickness Reduction Chris Philpott 7th Dec '16 37 2
call-abandoned-in-inbound-call-centre ritu 18th Feb '17 36 2
Screen Sharing / Co-browsing Katie 6th Dec '16 35 2
Notice Boards: What Needs to be on Display anthony 13th Nov '16 33 2
Aspect UIP Agent Status tom 28th Feb '17 33 2
Actual FTE Clariza 19th Apr '17 33 2
Rewarding Staff Lpj 18th May '17 33 3
Unavailable /Wrap Time Ben 14th Sep '16 32 3
Call Centre Trigger Points Mike 7th Dec '16 32 2
Lunch and Learns Jo 27th Mar '17 32 2
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