Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 1204 2
Making Notes on Customers Account Jane 23rd May '16 1046 5
CUSTOMER CARE Michael 8th Jun '01 718 11
Capacity Planning Claire Walton 6th Apr '17 590 2
script for verification calls charles 2nd Aug '16 556 2
Flow Out Calls Ven 20th Mar '17 378 4
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 303 6
Propensity to call help Anon 24th May '17 274 2
Agent productivity Formula Hariharan 6th Mar '17 269 2
How do you handle a diffcult customer? Sheley 29th Nov '07 214 28
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 205 2
Corrective Action Plan VIctor 25th Nov '16 198 2
Chat operations capacity planning Gnaneswar 15th Sep '16 172 2
Real Time Monitoring Team Anon 22nd Feb '17 169 5
Call Centre Development Business Plan tina 31st Jan '17 162 4
Dealing with the difficult caller John 3rd Sep '01 145 6
Assessment for Call Center managers? Nino 13th Dec '16 139 5
High turnover rate of employment at call centers Mary 13th Oct '17 136 5
Industry average figure for Service Level Timothy 17th May '16 135 2
Team Record - MS Excel Format Mohammed 11th Jun '16 129 3
Calculation of Staff Required Raju 21st Oct '16 127 3
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 122 2
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 121 3
How to advance? Babu 8th Mar '04 117 2
Email AHT Nicky 9th May '17 114 3
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 113 4
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 112 2
Handover 24/7 Johann 24th Feb '02 111 2
Call Centre do they add value to a company naveed 16th Oct '03 111 3
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 107 4
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 102 4
Repeated Call Macro 22nd Dec '16 102 2
Scripting When Charging Fees Claudia 8th Jun '17 101 2
Customer Service Metrics: Email Phill 13th Feb '02 100 12
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 100 2
TRANSFERRING CALLS DARRELL 19th Jun '02 99 7
Why do customers leave? Neil 25th Jul '06 99 13
Customer Satisfaction measurements Vedula 18th May '01 98 36
Using recorded calls for training Chris 20th Sep '02 96 12
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 95 3
Call Handling Quality Measurements Helen 15th May '02 93 3
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 92 2
Post Call Surveys Ann-Marie 21st Mar '07 88 7
Dealing with complaints effectively John 9th Nov '01 87 5
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 87 3
Call recoring legalities Michael 14th Dec '10 85 4
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 84 2
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 81 2
Is Customer Service Delivery Dying ? Niels 14th Feb '02 80 20
Things to avoid in call centres... Jim 20th Apr '01 78 12
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 75 8
Call Centre Bench Marks FIDA 12th Apr '17 75 2
Measuring Customer Satisfaction Brendon 14th Mar '02 74 4
Colleague Experience Manager Saeed 23rd Oct '16 72 2
Customer Satisfaction Surveys TROY 30th Jul '03 71 7
Complaint Management Bukola 6th Nov '03 71 10
What is your view of Voice Of the Customer? Elad 8th Jan '09 71 26
Success? It's not found in your title. Graham 14th Feb '03 70 18
Gantt Chart vs Erlang Kauto 8th Nov '16 70 3
Customer satisfaction benchmarking Peter 15th Nov '02 69 4
Contact Centre Crisis Plan mohammad 8th Jan '17 68 2
Customer Service Guarentee Schemes Robert 5th Sep '01 67 6
Them and us - how is your customer service department viewed? John 30th May '02 67 7
Complaint Calls Andrew 4th Dec '02 67 2
Outsource Payment Model Ahmed ELRabei 31st Mar '17 67 2
customer satisfaction shane 18th May '01 66 4
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 64 8
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 64 4
The process versus the customer Closed 9th Apr '04 64 4
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 64 2
Inbound Vs Outbound Desmond 1st May '17 64 5
Reaching the decision maker Ann-Marie 23rd Jan '08 63 6
Dialler comparisons Chris147 19th Sep '16 63 2
Getting to know your customers William 13th Aug '01 62 4
Standard for customer satisfaction surveys Jane 5th Aug '03 62 4
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 61 12
Action plan for increasing employee engagement Kathryn 31st Jul '16 61 2
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 61 3
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 61 7
Actual FTE Clariza 19th Apr '17 61 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 61 2
Customer Satisfaction ? John 19th Feb '03 60 5
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 60 3
Efficiency & Data Analysis Training Laurens 30th Dec '16 60 2
Does anyone have an example of a pay per call model? Sara 7th Jun '16 59 3
Login hours Ritesh 25th Jan '17 59 2
Motivating Your Agents Mike 5th Apr '17 59 3
Customer disservice Robert 16th Jul '02 57 8
Costing model for a start up call center hendry 18th Jun '16 57 2
Call Back Function Chris 24th Apr '17 55 2
Customer Diversity Training Closed 30th Jun '05 54 4
(Quality Article) Talk is Cheap - Confidence Game Jeff 11th Aug '08 54 3
What is a Satellite Call Centre George 5th Oct '16 54 2
Aspect UIP Agent Status tom 28th Feb '17 54 2
What are the support models for Front line Inbound agents Aiden 14th Jul '16 52 2
Screen Sharing / Co-browsing Katie 6th Dec '16 52 2
Any experience with Autom8? Elliot 13th Sep '16 51 2
Agent Insubordination Paul 19th Aug '16 50 2
Sickness Reduction Chris Philpott 7th Dec '16 50 2
Call Centre Trigger Points Mike 7th Dec '16 48 2
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