Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 2366 2
Making Notes on Customers Account Jane 23rd May '16 2083 5
Capacity Planning Claire Walton 6th Apr '17 1622 2
CUSTOMER CARE Michael 8th Jun '01 1059 11
Flow Out Calls Ven 20th Mar '17 938 4
Agent productivity Formula Hariharan 6th Mar '17 921 2
script for verification calls charles 2nd Aug '16 844 2
Propensity to call help Anon 24th May '17 637 2
Copy of a call I have made Trevor 7th Jan '18 602 2
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 536 2
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 518 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 488 6
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 480 2
Behind on responding to new leads vikash 1st Feb '18 473 2
Corrective Action Plan VIctor 25th Nov '16 406 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 385 2
Call Centre Development Business Plan tina 31st Jan '17 375 4
Chat operations capacity planning Gnaneswar 15th Sep '16 350 2
How do you handle a diffcult customer? Sheley 29th Nov '07 334 28
Understanding enquiries Emma 4th Jan '18 325 2
Real Time Monitoring Team Anon 22nd Feb '17 301 5
Email AHT Nicky 9th May '17 293 3
Assessment for Call Center managers? Nino 13th Dec '16 284 5
Dealing with suicidal callers Paul 15th Mar '18 263 2
Call Recording At Call centre Manish 25th Feb '18 248 2
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 231 3
Handover 24/7 Johann 24th Feb '02 218 2
New Customer Onboarding Program Husain 7th Feb '18 214 2
High turnover rate of employment at call centers Mary 13th Oct '17 201 5
Dealing with the difficult caller John 3rd Sep '01 196 6
Describe an experience when you had to deal with a difficult customer. Roshi 18th Apr '18 190 2
Industry average figure for Service Level Timothy 17th May '16 178 2
Team Record - MS Excel Format Mohammed 11th Jun '16 178 3
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 165 2
Calculation of Staff Required Raju 21st Oct '16 164 3
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 157 4
Call Centre do they add value to a company naveed 16th Oct '03 155 3
How to advance? Babu 8th Mar '04 155 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 153 2
Using recorded calls for training Chris 20th Sep '02 150 12
Customer Service Metrics: Email Phill 13th Feb '02 149 12
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 147 4
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 146 4
TRANSFERRING CALLS DARRELL 19th Jun '02 143 7
Call Handling Quality Measurements Helen 15th May '02 141 3
Repeated Call Macro 22nd Dec '16 139 2
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 137 3
Scripting When Charging Fees Claudia 8th Jun '17 137 2
Customer Satisfaction measurements Vedula 18th May '01 136 36
Why do customers leave? Neil 25th Jul '06 136 13
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 134 2
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 133 3
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 132 2
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 129 2
Post Call Surveys Ann-Marie 21st Mar '07 128 7
Dealing with complaints effectively John 9th Nov '01 125 5
Quality Parameter Sarju 21st May '18 125 2
Call recoring legalities Michael 14th Dec '10 122 4
How to increase AHT? Agata 13th Jul '18 122 4
Things to avoid in call centres... Jim 20th Apr '01 120 12
Is Customer Service Delivery Dying ? Niels 14th Feb '02 120 20
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 117 8
Customer Satisfaction Surveys TROY 30th Jul '03 116 7
Complaint Management Bukola 6th Nov '03 115 10
What is your view of Voice Of the Customer? Elad 8th Jan '09 115 26
Measuring Customer Satisfaction Brendon 14th Mar '02 110 4
Success? It's not found in your title. Graham 14th Feb '03 110 18
Inbound Vs Outbound Desmond 1st May '17 110 5
Customer satisfaction benchmarking Peter 15th Nov '02 109 4
Colleague Experience Manager Saeed 23rd Oct '16 109 2
Call Centre Bench Marks FIDA 12th Apr '17 108 2
Login hours Ritesh 25th Jan '17 107 2
Getting to know your customers William 13th Aug '01 106 4
Does anyone have an example of a pay per call model? Sara 7th Jun '16 106 3
The process versus the customer Closed 9th Apr '04 105 4
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 105 12
customer satisfaction shane 18th May '01 104 4
Gantt Chart vs Erlang Kauto 8th Nov '16 104 3
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 103 8
Contact Centre Crisis Plan mohammad 8th Jan '17 103 2
Customer Service Guarentee Schemes Robert 5th Sep '01 101 6
Complaint Calls Andrew 4th Dec '02 101 2
Outsource Payment Model Ahmed ELRabei 31st Mar '17 101 2
Them and us - how is your customer service department viewed? John 30th May '02 100 7
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 100 4
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 100 2
Dialler comparisons Chris147 19th Sep '16 99 2
Reaching the decision maker Ann-Marie 23rd Jan '08 98 6
Action plan for increasing employee engagement Kathryn 31st Jul '16 98 2
Aspect UIP Agent Status tom 28th Feb '17 97 2
Actual FTE Clariza 19th Apr '17 97 2
Standard for customer satisfaction surveys Jane 5th Aug '03 96 4
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 96 7
Customer Satisfaction ? John 19th Feb '03 95 5
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 95 3
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 93 3
Efficiency & Data Analysis Training Laurens 30th Dec '16 92 2
Motivating Your Agents Mike 5th Apr '17 91 3
Customer disservice Robert 16th Jul '02 90 8
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