Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 613 2
CUSTOMER CARE Michael 8th Jun '01 470 11
Making Notes on Customers Account Jane 23rd May '16 426 5
script for verification calls charles 2nd Aug '16 331 2
How do you handle a diffcult customer? Sheley 29th Nov '07 167 28
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 164 6
Real Time Monitoring Team Anon 22nd Feb '17 128 5
Flow Out Calls Ven 20th Mar '17 117 4
Agent productivity Formula Hariharan 6th Mar '17 108 2
Dealing with the difficult caller John 3rd Sep '01 107 6
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 104 2
Industry average figure for Service Level Timothy 17th May '16 103 2
How to advance? Babu 8th Mar '04 101 2
Calculation of Staff Required Raju 21st Oct '16 100 3
Assessment for Call Center managers? Nino 13th Dec '16 91 5
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 89 4
Call Centre do they add value to a company naveed 16th Oct '03 87 3
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 85 4
Corrective Action Plan VIctor 25th Nov '16 85 2
Team Record - MS Excel Format Mohammed 11th Jun '16 83 3
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 82 2
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 82 4
Chat operations capacity planning Gnaneswar 15th Sep '16 78 2
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 77 3
Call Centre Development Business Plan tina 31st Jan '17 76 4
Handover 24/7 Johann 24th Feb '02 75 2
TRANSFERRING CALLS DARRELL 19th Jun '02 75 7
Why do customers leave? Neil 25th Jul '06 73 13
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 72 2
Using recorded calls for training Chris 20th Sep '02 71 12
Repeated Call Macro 22nd Dec '16 71 2
Scripting When Charging Fees Claudia 8th Jun '17 71 2
Dealing with complaints effectively John 9th Nov '01 70 5
Call recoring legalities Michael 14th Dec '10 70 4
Customer Satisfaction measurements Vedula 18th May '01 69 36
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 68 3
Call Handling Quality Measurements Helen 15th May '02 67 3
Post Call Surveys Ann-Marie 21st Mar '07 66 7
Customer Service Metrics: Email Phill 13th Feb '02 63 12
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 62 2
Is Customer Service Delivery Dying ? Niels 14th Feb '02 62 20
Propensity to call help Anon 24th May '17 62 2
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 60 8
Things to avoid in call centres... Jim 20th Apr '01 59 12
Measuring Customer Satisfaction Brendon 14th Mar '02 56 4
Customer satisfaction benchmarking Peter 15th Nov '02 56 4
Call Centre Bench Marks FIDA 12th Apr '17 56 2
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 55 3
(Quality Article) Talk is Cheap - Background Noise Jeff 6th Jun '08 54 1
What is your view of Voice Of the Customer? Elad 8th Jan '09 54 26
Complaint Calls Andrew 4th Dec '02 53 2
Complaint Management Bukola 6th Nov '03 53 10
Gantt Chart vs Erlang Kauto 8th Nov '16 53 3
Customer Service Guarentee Schemes Robert 5th Sep '01 52 6
Them and us - how is your customer service department viewed? John 30th May '02 52 7
Customer Satisfaction Surveys TROY 30th Jul '03 51 7
The process versus the customer Closed 9th Apr '04 51 4
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 49 8
customer satisfaction shane 18th May '01 48 4
Getting to know your customers William 13th Aug '01 48 4
Reaching the decision maker Ann-Marie 23rd Jan '08 48 6
Outsource Payment Model Ahmed ELRabei 31st Mar '17 48 2
Success? It's not found in your title. Graham 14th Feb '03 47 18
Standard for customer satisfaction surveys Jane 5th Aug '03 47 4
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 47 4
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 47 12
Contact Centre Crisis Plan mohammad 8th Jan '17 47 2
Customer Satisfaction ? John 19th Feb '03 46 5
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 46 3
Dialler comparisons Chris147 19th Sep '16 46 2
Customer disservice Robert 16th Jul '02 43 8
Efficiency & Data Analysis Training Laurens 30th Dec '16 43 2
(Quality Article) Talk is Cheap - Confidence Game Jeff 11th Aug '08 42 3
Costing model for a start up call center hendry 18th Jun '16 42 2
Colleague Experience Manager Saeed 23rd Oct '16 42 2
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 42 7
Action plan for increasing employee engagement Kathryn 31st Jul '16 41 2
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 40 3
Customer Diversity Training Closed 30th Jun '05 39 4
What are the support models for Front line Inbound agents Aiden 14th Jul '16 39 2
Login hours Ritesh 25th Jan '17 38 2
Motivating Your Agents Mike 5th Apr '17 38 3
Email AHT Nicky 9th May '17 38 3
Sickness Reduction Chris Philpott 7th Dec '16 36 2
Any experience with Autom8? Elliot 13th Sep '16 35 2
call-abandoned-in-inbound-call-centre ritu 18th Feb '17 35 2
Does anyone have an example of a pay per call model? Sara 7th Jun '16 34 3
Agent Insubordination Paul 19th Aug '16 34 2
Capacity Planning Claire Walton 6th Apr '17 34 2
Inbound Vs Outbound Desmond 1st May '17 33 5
Rewarding Staff Lpj 18th May '17 32 3
What is a Satellite Call Centre George 5th Oct '16 30 2
Notice Boards: What Needs to be on Display anthony 13th Nov '16 30 2
Screen Sharing / Co-browsing Katie 6th Dec '16 30 2
Call Centre Trigger Points Mike 7th Dec '16 29 2
Aspect UIP Agent Status tom 28th Feb '17 29 2
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 28 2
Attendance CT 25th Jan '17 28 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 27 2
Lunch and Learns Jo 27th Mar '17 26 2
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