Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Making Notes on Customers Account Jane 23rd May '16 3499 5
Annualized attrition calculation Pratap 12th Aug '16 3475 2
Capacity Planning Templates Claire Walton 6th Apr '17 3060 2
Customer Care Mission Statements Michael 8th Jun '01 1825 11
Flow Out Calls Ven 20th Mar '17 1811 4
Agent productivity Formula Hariharan 6th Mar '17 1799 4
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 1478 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 1314 2
script for verification calls charles 2nd Aug '16 1294 2
Propensity to call help Anon 24th May '17 1077 2
Goodwill gestures Joe 1st Nov '18 959 4
Behind on responding to new leads vikash 1st Feb '18 894 2
Copy of a call I have made Trevor 7th Jan '18 887 2
Call Centre Development Business Plan tina 31st Jan '17 837 4
Corrective Action Plan VIctor 25th Nov '16 757 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 636 6
Chat operations capacity planning Gnaneswar 15th Sep '16 595 2
Real Time Monitoring Team Anon 22nd Feb '17 590 5
Email AHT Nicky 9th May '17 581 3
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 564 2
Customers want friendly formality from contact centres Neil 8th Jul '07 549 3
How do you handle a diffcult customer? Sheley 29th Nov '07 485 28
Dealing with suicidal callers Paul 15th Mar '18 450 2
Assessment for Call Center managers? Nino 13th Dec '16 447 5
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 406 2
Describe an experience when you had to deal with a difficult customer. Roshi 18th Apr '18 405 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 381 2
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 368 3
what would you change in your current role of an airline customer service agent" Charles 15th Aug '18 367 2
Dissatisfaction (DSAT) Analysis Navid 19th May '18 356 2
How to increase AHT? Agata 13th Jul '18 353 3
Understanding enquiries Emma 4th Jan '18 351 2
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 314 4
Handover 24/7 Johann 24th Feb '02 312 2
Access Permissions for Call Recording Manish 25th Feb '18 275 2
High turnover rate of employment at call centers Mary 13th Oct '17 258 5
Compliance Quality Amrita 9th Aug '18 249 2
New Customer Onboarding Program Husain 7th Feb '18 243 2
Dealing with the difficult caller John 3rd Sep '01 239 6
Team Record - MS Excel Format Mohammed 11th Jun '16 210 3
Call Handling Quality Measurements Helen 15th May '02 202 3
Industry average figure for Service Level Timothy 17th May '16 197 2
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 196 2
Customer Service Metrics: Email Phill 13th Feb '02 192 12
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 190 4
Using recorded calls for training Chris 20th Sep '02 187 12
How to advance? Babu 8th Mar '04 187 2
Calculation of Staff Required Raju 21st Oct '16 187 3
Call Centre do they add value to a company naveed 16th Oct '03 183 3
Quality Parameter Sarju 21st May '18 183 2
TRANSFERRING CALLS DARRELL 19th Jun '02 182 7
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 175 2
Customer Satisfaction measurements Vedula 18th May '01 173 36
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 172 2
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 172 4
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 171 4
Social Media Service Levels Richard 25th Feb '19 171 2
Why do customers leave? Neil 25th Jul '06 170 13
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 169 2
Dealing with complaints effectively John 9th Nov '01 166 5
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 163 3
Is Customer Service Delivery Dying ? Niels 14th Feb '02 162 20
Customer Experience Metholodology Lynn 12th Feb '19 156 2
Post Call Surveys Ann-Marie 21st Mar '07 154 7
Call recoring legalities Michael 14th Dec '10 151 4
Things to avoid in call centres... Jim 20th Apr '01 149 12
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 148 7
Complaint Management Bukola 6th Nov '03 148 10
Talk is Cheap: Name Calling Jeff 23rd Jun '08 147 8
What is your view of Voice Of the Customer? Elad 8th Jan '09 144 26
Inbound Vs Outbound Desmond 1st May '17 144 5
Measuring Customer Satisfaction Brendon 14th Mar '02 141 4
Reducing wait times or increasing customer experience? Stuart 30th Nov '04 141 12
Success? It's not found in your title. Graham 14th Feb '03 140 18
Does anyone have an example of a pay per call model? Sara 7th Jun '16 138 3
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 136 8
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 135 4
Empowering Agents For Customer Satisfaction shane 18th May '01 134 4
Customer Service Guarentee Schemes Robert 5th Sep '01 134 6
Customer satisfaction benchmarking Peter 15th Nov '02 134 4
Them and us - how is your customer service department viewed? John 30th May '02 133 7
The process versus the customer Closed 9th Apr '04 133 4
Getting to know your customers William 13th Aug '01 132 4
Reaching the decision maker Ann-Marie 23rd Jan '08 126 6
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 125 3
Gantt Chart vs Erlang Kauto 8th Nov '16 125 3
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 122 7
Customer Satisfaction ? John 19th Feb '03 121 5
Standard for customer satisfaction surveys Jane 5th Aug '03 121 4
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 117 3
Motivating Your Agents Mike 5th Apr '17 110 3
Customer disservice Robert 16th Jul '02 107 8
Customer Diversity Training Closed 30th Jun '05 104 4
Talk is Cheap - Confidence Game Jeff 11th Aug '08 99 3
Unavailable /Wrap Time Ben 14th Sep '16 99 3
Rewarding Staff Lpj 18th May '17 69 3
Understanding ENPS Bill O'Reilly 22nd Feb '17 66 3
Management/ Leads/ Supervisor Set Up Darcy Lindner 1st Mar '17 62 3
complaints seminars Leah 7th Mar '17 62 3
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