Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Multi task Mohd 1st Aug '19 8110 2
Capacity Planning Templates Claire Walton 6th Apr '17 5853 2
Making Notes on Customers Account Jane 23rd May '16 5625 5
Annualized attrition calculation Pratap 12th Aug '16 4959 2
Agent productivity Formula Hariharan 6th Mar '17 3308 4
Customer Care Mission Statements Michael 8th Jun '01 3250 11
script for verification calls charles 2nd Aug '16 2076 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 1902 2
Targets for Email AHT Nicky 9th May '17 1761 4
Propensity to call help Anon 24th May '17 1655 2
Dissatisfaction (DSAT) Analysis Navid 19th May '18 1611 2
Copy of a call I have made Trevor 7th Jan '18 1535 2
Goodwill gestures Joe 1st Nov '18 1349 4
Call Centre Development Business Plan tina 31st Jan '17 1240 4
4 pm Handover Issues Mohamed 26th Sep '19 1113 2
Behind on responding to new leads vikash 1st Feb '18 1111 2
Corrective Action Plan VIctor 25th Nov '16 1110 2
Chat operations capacity planning Gnaneswar 15th Sep '16 921 2
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 892 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 825 6
Assessment for Call Center managers? Nino 13th Dec '16 782 5
Real Time Monitoring Team Anon 22nd Feb '17 775 5
Customer disservice Robert 16th Jul '02 761 9
Dealing with suicidal callers Paul 15th Mar '18 677 2
How to forecast Abandon rate with erlang Mike 19th Feb '17 662 3
How do you handle a diffcult customer? Sheley 29th Nov '07 625 28
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 614 2
Customers want friendly formality from contact centres Neil 8th Jul '07 609 3
Handover 24/7 Johann 24th Feb '02 495 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 443 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 441 2
Capital Index Asking For 3rd Party information shyam 14th Apr '19 406 2
Understanding enquiries Emma 4th Jan '18 389 2
Quality Parameter Sarju 21st May '18 379 3
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 350 4
Customer Contact Experience Rishabh 16th Mar '20 348 2
Addressing Callers by Name Jeff 23rd Jun '08 337 9
Customer Service Metrics: Email Phill 13th Feb '02 324 12
Dealing with the difficult caller John 3rd Sep '01 324 6
High turnover rate of employment at call centers Mary 13th Oct '17 321 5
Access Permissions for Call Recording Manish 25th Feb '18 316 2
How do you Handle Customer Complaints - Interview Question Clara 10th Mar '20 304 2
New Customer Onboarding Program Husain 7th Feb '18 288 2
Call Handling Quality Measurements Helen 15th May '02 288 3
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 268 2
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 253 2
Customer Satisfaction measurements Vedula 18th May '01 250 36
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 247 4
Why do customers leave? Neil 25th Jul '06 245 12
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 242 4
Industry average figure for Service Level Timothy 17th May '16 239 2
TRANSFERRING CALLS DARRELL 19th Jun '02 239 7
Calculation of Staff Required Raju 21st Oct '16 236 3
Empowering Agents For Customer Satisfaction shane 18th May '01 235 4
Social Media Service Levels Richard 25th Feb '19 235 2
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 230 2
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 229 7
How to advance? Babu 8th Mar '04 228 2
Call Centre do they add value to a company naveed 16th Oct '03 218 3
Post Call Surveys Ann-Marie 21st Mar '07 215 6
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 214 4
Dealing with complaints effectively John 9th Nov '01 211 5
Complaint Management Bukola 6th Nov '03 202 10
Is Customer Service Delivery Dying ? Niels 14th Feb '02 200 20
What is your view of Voice Of the Customer? Elad 8th Jan '09 197 26
Inbound Vs Outbound Desmond 1st May '17 195 5
How are you handling/showing compassion to emotional callers during the COVID-19 pandemic? Kayla 31st Mar '20 188 2
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 186 8
Success? It's not found in your title. Graham 14th Feb '03 183 18
Customer Service Guarentee Schemes Robert 5th Sep '01 179 6
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 178 4
Customer satisfaction benchmarking Peter 15th Nov '02 176 4
Measuring Customer Satisfaction Brendon 14th Mar '02 175 4
Getting to know your customers William 13th Aug '01 171 4
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 170 3
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 165 3
Standard for customer satisfaction surveys Jane 5th Aug '03 161 4
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 156 7
Unavailable /Wrap Time Ben 14th Sep '16 155 3
Motivating Your Agents Mike 5th Apr '17 153 3
Calls from Customers who are driving Shaun 9th Jan '20 140 2
Talk is Cheap - Confidence Game Jeff 11th Aug '08 129 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 84 2