Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Capacity Planning Templates Claire Walton 6th Apr '17 8929 3
Multi task Mohd 1st Aug '19 8192 2
Making Notes on Customers Account Jane 23rd May '16 8150 5
Annualized attrition calculation Pratap 12th Aug '16 6798 2
Customer Care Mission Statements Michael 8th Jun '01 4547 11
Agent productivity Formula Hariharan 6th Mar '17 4220 6
Dissatisfaction (DSAT) Analysis Navid 19th May '18 3807 2
script for verification calls charles 2nd Aug '16 2785 2
Dealing with suicidal callers Paul 15th Mar '18 2371 3
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 2294 2
Goodwill gestures Joe 1st Nov '18 2234 4
Targets for Email AHT Nicky 9th May '17 2169 4
Airline chat support Ghie 15th Oct '20 2155 2
How long to stay on hold for a customer Nathanael 16th Oct '20 2131 2
Propensity to call help Anon 24th May '17 2084 2
Copy of a call I have made Trevor 7th Jan '18 1581 2
Call Centre Development Business Plan tina 31st Jan '17 1572 4
Corrective Action Plan VIctor 25th Nov '16 1414 2
Behind on responding to new leads vikash 1st Feb '18 1205 2
Chat operations capacity planning Gnaneswar 15th Sep '16 1202 2
4 pm Handover Issues Mohamed 26th Sep '19 1167 2
Can the customer get a copy of the recorded conversation? irving 19th Mar '21 1120 2
Assessment for Call Center managers? Nino 13th Dec '16 1040 5
How to forecast Abandon rate with erlang Mike 19th Feb '17 984 3
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 956 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 907 6
Real Time Monitoring Team Anon 22nd Feb '17 883 5
Customer disservice Robert 16th Jul '02 819 9
How do you handle a diffcult customer? Sheley 29th Nov '07 795 28
Dealing with complaints effectively John 9th Nov '01 722 6
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 663 2
Customers want friendly formality from contact centres Neil 8th Jul '07 661 3
Handover 24/7 Johann 24th Feb '02 646 2
Customer complaint - product did not arrive on time M v 11th Aug '20 508 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 501 2
Customer Contact Experience Rishabh 16th Mar '20 497 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 491 2
Capital Index Asking For 3rd Party information shyam 14th Apr '19 454 2
Addressing Callers by Name Jeff 23rd Jun '08 454 9
Understanding enquiries Emma 4th Jan '18 436 2
Quality Parameter Sarju 21st May '18 436 3
Dealing with the difficult caller John 3rd Sep '01 433 6
Customer Service Metrics: Email Phill 13th Feb '02 426 12
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 418 4
How do you Handle Customer Complaints - Interview Question Clara 10th Mar '20 381 2
High turnover rate of employment at call centers Mary 13th Oct '17 380 5
How are you handling/showing compassion to emotional callers during the COVID-19 pandemic? Kayla 31st Mar '20 377 2
Access Permissions for Call Recording Manish 25th Feb '18 365 2
Call Handling Quality Measurements Helen 15th May '02 361 3
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 341 4
New Customer Onboarding Program Husain 7th Feb '18 337 2
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 321 2
Customer Satisfaction measurements Vedula 18th May '01 315 36
Why do customers leave? Neil 25th Jul '06 309 12
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 303 4
TRANSFERRING CALLS DARRELL 19th Jun '02 302 7
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 300 2
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 298 2
Post Call Surveys Ann-Marie 21st Mar '07 290 6
Empowering Agents For Customer Satisfaction shane 18th May '01 288 4
Industry average figure for Service Level Timothy 17th May '16 288 2
Calculation of Staff Required Raju 21st Oct '16 284 3
Social Media Service Levels Richard 25th Feb '19 283 2
How to advance? Babu 8th Mar '04 281 2
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 281 7
Complaint Management Bukola 6th Nov '03 266 10
Call Centre do they add value to a company naveed 16th Oct '03 265 3
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 264 4
Is Customer Service Delivery Dying ? Niels 14th Feb '02 254 20
Unavailable /Wrap Time Ben 14th Sep '16 250 3
Calls from Customers who are driving Shaun 9th Jan '20 249 2
Inbound Vs Outbound Desmond 1st May '17 247 5
What is your view of Voice Of the Customer? Elad 8th Jan '09 245 26
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 235 8
Customer Service Guarentee Schemes Robert 5th Sep '01 235 6
Success? It's not found in your title. Graham 14th Feb '03 227 18
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 226 4
Measuring Customer Satisfaction Brendon 14th Mar '02 224 4
Customer satisfaction benchmarking Peter 15th Nov '02 222 4
Talk is Cheap - Enjoy Your Customer Jeff 16th Jun '08 220 3
Getting to know your customers William 13th Aug '01 218 4
Motivating Your Agents Mike 5th Apr '17 213 3
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 213 3
Standard for customer satisfaction surveys Jane 5th Aug '03 207 4
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 204 7
Talk is Cheap - Confidence Game Jeff 11th Aug '08 174 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 139 2