Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 2707 2
Making Notes on Customers Account Jane 23rd May '16 2437 5
Capacity Planning Claire Walton 6th Apr '17 1969 2
Flow Out Calls Ven 20th Mar '17 1177 4
CUSTOMER CARE Michael 8th Jun '01 1147 11
Agent productivity Formula Hariharan 6th Mar '17 1147 2
script for verification calls charles 2nd Aug '16 967 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 792 2
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 756 2
Propensity to call help Anon 24th May '17 751 2
Copy of a call I have made Trevor 7th Jan '18 646 2
Behind on responding to new leads vikash 1st Feb '18 565 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 536 6
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 535 2
Corrective Action Plan VIctor 25th Nov '16 525 2
Call Centre Development Business Plan tina 31st Jan '17 479 4
Real Time Monitoring Team Anon 22nd Feb '17 413 5
Chat operations capacity planning Gnaneswar 15th Sep '16 405 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 392 2
How do you handle a diffcult customer? Sheley 29th Nov '07 372 28
Email AHT Nicky 9th May '17 352 3
Assessment for Call Center managers? Nino 13th Dec '16 341 5
Understanding enquiries Emma 4th Jan '18 332 2
Dealing with suicidal callers Paul 15th Mar '18 324 2
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 271 3
Call Recording At Call centre Manish 25th Feb '18 259 2
Handover 24/7 Johann 24th Feb '02 239 2
High turnover rate of employment at call centers Mary 13th Oct '17 226 5
New Customer Onboarding Program Husain 7th Feb '18 225 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 217 2
Describe an experience when you had to deal with a difficult customer. Roshi 18th Apr '18 208 2
Dealing with the difficult caller John 3rd Sep '01 207 6
How to increase AHT? Agata 13th Jul '18 198 3
what would you change in your current role of an airline customer service agent" Charles 15th Aug '18 191 2
Team Record - MS Excel Format Mohammed 11th Jun '16 188 3
Industry average figure for Service Level Timothy 17th May '16 183 2
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 174 2
Calculation of Staff Required Raju 21st Oct '16 169 3
Using recorded calls for training Chris 20th Sep '02 166 12
Customer Service Metrics: Email Phill 13th Feb '02 165 12
Call Handling Quality Measurements Helen 15th May '02 165 3
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 165 4
How to advance? Babu 8th Mar '04 165 2
Call Centre do they add value to a company naveed 16th Oct '03 164 3
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 154 4
TRANSFERRING CALLS DARRELL 19th Jun '02 152 7
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 151 4
Customer Satisfaction measurements Vedula 18th May '01 150 36
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 150 2
Why do customers leave? Neil 25th Jul '06 148 13
Repeated Call Macro 22nd Dec '16 147 2
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 146 3
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 144 2
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 142 2
Scripting When Charging Fees Claudia 8th Jun '17 142 2
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 141 3
Quality Parameter Sarju 21st May '18 141 2
Post Call Surveys Ann-Marie 21st Mar '07 135 7
Dealing with complaints effectively John 9th Nov '01 134 5
Is Customer Service Delivery Dying ? Niels 14th Feb '02 134 20
Things to avoid in call centres... Jim 20th Apr '01 131 12
Call recoring legalities Michael 14th Dec '10 130 4
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 127 8
Customer Satisfaction Surveys TROY 30th Jul '03 123 7
What is your view of Voice Of the Customer? Elad 8th Jan '09 123 26
Colleague Experience Manager Saeed 23rd Oct '16 123 2
Complaint Management Bukola 6th Nov '03 122 10
Login hours Ritesh 25th Jan '17 122 2
Inbound Vs Outbound Desmond 1st May '17 122 5
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 121 12
Measuring Customer Satisfaction Brendon 14th Mar '02 120 4
Success? It's not found in your title. Graham 14th Feb '03 120 18
Does anyone have an example of a pay per call model? Sara 7th Jun '16 118 3
Customer Service Guarentee Schemes Robert 5th Sep '01 117 6
Customer satisfaction benchmarking Peter 15th Nov '02 117 4
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 116 8
Getting to know your customers William 13th Aug '01 115 4
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 114 4
The process versus the customer Closed 9th Apr '04 114 4
Call Centre Bench Marks FIDA 12th Apr '17 114 2
Them and us - how is your customer service department viewed? John 30th May '02 113 7
Contact Centre Crisis Plan mohammad 8th Jan '17 113 2
Compliance Quality Amrita 9th Aug '18 112 2
customer satisfaction shane 18th May '01 111 4
Complaint Calls Andrew 4th Dec '02 111 2
Gantt Chart vs Erlang Kauto 8th Nov '16 111 3
Aspect UIP Agent Status tom 28th Feb '17 111 2
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 110 4
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 107 2
Dialler comparisons Chris147 19th Sep '16 107 2
Outsource Payment Model Ahmed ELRabei 31st Mar '17 107 2
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 107 7
Action plan for increasing employee engagement Kathryn 31st Jul '16 106 2
Reaching the decision maker Ann-Marie 23rd Jan '08 105 6
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 105 3
Standard for customer satisfaction surveys Jane 5th Aug '03 104 4
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 103 3
Actual FTE Clariza 19th Apr '17 103 2
Customer Satisfaction ? John 19th Feb '03 102 5
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