Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Multi task Mohd 1st Aug '19 8055 2
Making Notes on Customers Account Jane 23rd May '16 4544 5
Capacity Planning Templates Claire Walton 6th Apr '17 4312 2
Annualized attrition calculation Pratap 12th Aug '16 4153 2
Customer Care Mission Statements Michael 8th Jun '01 2497 11
Agent productivity Formula Hariharan 6th Mar '17 2429 4
Flow Out Calls Ven 20th Mar '17 2423 4
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 2046 2
script for verification calls charles 2nd Aug '16 1618 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 1563 2
Propensity to call help Anon 24th May '17 1352 2
Copy of a call I have made Trevor 7th Jan '18 1178 2
Goodwill gestures Joe 1st Nov '18 1135 4
Behind on responding to new leads vikash 1st Feb '18 1000 2
Call Centre Development Business Plan tina 31st Jan '17 998 4
Corrective Action Plan VIctor 25th Nov '16 926 2
Dissatisfaction (DSAT) Analysis Navid 19th May '18 873 2
Targets for Email AHT Nicky 9th May '17 831 3
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 816 2
Chat operations capacity planning Gnaneswar 15th Sep '16 763 2
Customer disservice Robert 16th Jul '02 734 9
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 709 6
Real Time Monitoring Team Anon 22nd Feb '17 695 5
Assessment for Call Center managers? Nino 13th Dec '16 596 5
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 588 2
Customers want friendly formality from contact centres Neil 8th Jul '07 574 3
Dealing with suicidal callers Paul 15th Mar '18 566 2
How do you handle a diffcult customer? Sheley 29th Nov '07 554 28
How to forecast Abandon rate with erlang Mike 19th Feb '17 452 3
Handover 24/7 Johann 24th Feb '02 424 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 419 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 409 2
Capital Index Asking For 3rd Party information shyam 14th Apr '19 383 2
How to increase AHT? Agata 13th Jul '18 371 3
Understanding enquiries Emma 4th Jan '18 366 2
Quality Parameter Sarju 21st May '18 335 3
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 330 4
Access Permissions for Call Recording Manish 25th Feb '18 287 2
High turnover rate of employment at call centers Mary 13th Oct '17 284 5
Dealing with the difficult caller John 3rd Sep '01 275 6
Compliance Quality Amrita 9th Aug '18 270 2
New Customer Onboarding Program Husain 7th Feb '18 260 2
Customer Service Metrics: Email Phill 13th Feb '02 254 12
Call Handling Quality Measurements Helen 15th May '02 243 3
Team Record - MS Excel Format Mohammed 11th Jun '16 241 3
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 232 2
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 221 3
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 220 2
Empowering Agents For Customer Satisfaction shane 18th May '01 216 4
Customer Satisfaction measurements Vedula 18th May '01 216 36
Industry average figure for Service Level Timothy 17th May '16 211 2
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 211 4
Calculation of Staff Required Raju 21st Oct '16 209 3
Using recorded calls for training Chris 20th Sep '02 206 12
How to advance? Babu 8th Mar '04 205 2
TRANSFERRING CALLS DARRELL 19th Jun '02 200 7
Social Media Service Levels Richard 25th Feb '19 199 2
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 199 4
Why do customers leave? Neil 25th Jul '06 199 13
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 197 7
Call Centre do they add value to a company naveed 16th Oct '03 196 3
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 193 2
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 190 2
Dealing with complaints effectively John 9th Nov '01 188 5
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 187 4
Customer Experience Metholodology Lynn 12th Feb '19 178 2
Is Customer Service Delivery Dying ? Niels 14th Feb '02 178 20
Post Call Surveys Ann-Marie 21st Mar '07 169 7
Complaint Management Bukola 6th Nov '03 169 10
What is your view of Voice Of the Customer? Elad 8th Jan '09 168 26
Things to avoid in call centres... Jim 20th Apr '01 167 12
Call recoring legalities Michael 14th Dec '10 164 4
Talk is Cheap: Name Calling Jeff 23rd Jun '08 163 8
Inbound Vs Outbound Desmond 1st May '17 163 5
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 162 8
Them and us - how is your customer service department viewed? John 30th May '02 160 7
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 160 4
Success? It's not found in your title. Graham 14th Feb '03 155 18
Reducing wait times or increasing customer experience? Stuart 30th Nov '04 155 12
Measuring Customer Satisfaction Brendon 14th Mar '02 154 4
Customer Service Guarentee Schemes Robert 5th Sep '01 152 6
Does anyone have an example of a pay per call model? Sara 7th Jun '16 152 3
Customer satisfaction benchmarking Peter 15th Nov '02 147 4
The process versus the customer Closed 9th Apr '04 147 4
Getting to know your customers William 13th Aug '01 144 4
Gantt Chart vs Erlang Kauto 8th Nov '16 143 3
Reaching the decision maker Ann-Marie 23rd Jan '08 139 6
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 136 3
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 135 7
Customer Satisfaction ? John 19th Feb '03 134 5
Standard for customer satisfaction surveys Jane 5th Aug '03 131 4
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 129 3
Motivating Your Agents Mike 5th Apr '17 126 3
Customer Diversity Training Closed 30th Jun '05 119 4
Unavailable /Wrap Time Ben 14th Sep '16 118 3
Talk is Cheap - Confidence Game Jeff 11th Aug '08 110 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 57 2