Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 3158 2
Making Notes on Customers Account Jane 23rd May '16 3062 5
Capacity Planning Claire Walton 6th Apr '17 2629 2
Flow Out Calls Ven 20th Mar '17 1563 4
Agent productivity Formula Hariharan 6th Mar '17 1545 4
Customer Care Mission Statements Michael 8th Jun '01 1473 11
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 1195 2
script for verification calls charles 2nd Aug '16 1165 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 1165 2
Propensity to call help Anon 24th May '17 947 2
Behind on responding to new leads vikash 1st Feb '18 855 2
Copy of a call I have made Trevor 7th Jan '18 801 2
Goodwill gestures Joe 1st Nov '18 740 3
Call Centre Development Business Plan tina 31st Jan '17 683 4
Corrective Action Plan VIctor 25th Nov '16 661 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 594 6
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 556 2
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 542 3
Real Time Monitoring Team Anon 22nd Feb '17 539 5
Chat operations capacity planning Gnaneswar 15th Sep '16 510 2
Email AHT Nicky 9th May '17 486 3
How do you handle a diffcult customer? Sheley 29th Nov '07 456 28
Assessment for Call Center managers? Nino 13th Dec '16 419 5
Dealing with suicidal callers Paul 15th Mar '18 408 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 403 2
Describe an experience when you had to deal with a difficult customer. Roshi 18th Apr '18 390 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 361 2
Understanding enquiries Emma 4th Jan '18 344 2
what would you change in your current role of an airline customer service agent" Charles 15th Aug '18 344 2
How to increase AHT? Agata 13th Jul '18 340 3
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 328 3
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 300 4
Handover 24/7 Johann 24th Feb '02 286 2
Call Recording At Call centre Manish 25th Feb '18 270 2
High turnover rate of employment at call centers Mary 13th Oct '17 249 5
New Customer Onboarding Program Husain 7th Feb '18 236 2
Compliance Quality Amrita 9th Aug '18 236 2
Dealing with the difficult caller John 3rd Sep '01 233 6
Dissatisfaction (DSAT) Analysis Navid 19th May '18 208 2
Team Record - MS Excel Format Mohammed 11th Jun '16 206 3
Industry average figure for Service Level Timothy 17th May '16 194 2
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 192 2
Call Handling Quality Measurements Helen 15th May '02 190 3
Customer Service Metrics: Email Phill 13th Feb '02 185 12
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 184 4
Calculation of Staff Required Raju 21st Oct '16 182 3
How to advance? Babu 8th Mar '04 181 2
Using recorded calls for training Chris 20th Sep '02 180 12
Call Centre do they add value to a company naveed 16th Oct '03 179 3
TRANSFERRING CALLS DARRELL 19th Jun '02 170 7
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 170 2
Customer Satisfaction measurements Vedula 18th May '01 169 36
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 169 4
Why do customers leave? Neil 25th Jul '06 165 13
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 163 2
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 163 4
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 162 2
Quality Parameter Sarju 21st May '18 162 2
Repeated Call Macro 22nd Dec '16 160 2
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 157 3
Scripting When Charging Fees Claudia 8th Jun '17 156 2
Is Customer Service Delivery Dying ? Niels 14th Feb '02 155 20
Login hours Ritesh 25th Jan '17 153 2
Dealing with complaints effectively John 9th Nov '01 151 5
Post Call Surveys Ann-Marie 21st Mar '07 149 7
Things to avoid in call centres... Jim 20th Apr '01 146 12
Call recoring legalities Michael 14th Dec '10 146 4
Customer Satisfaction Surveys TROY 30th Jul '03 141 7
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 140 8
Inbound Vs Outbound Desmond 1st May '17 140 5
Complaint Management Bukola 6th Nov '03 139 10
What is your view of Voice Of the Customer? Elad 8th Jan '09 139 26
Measuring Customer Satisfaction Brendon 14th Mar '02 136 4
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 135 12
Colleague Experience Manager Saeed 23rd Oct '16 135 2
Success? It's not found in your title. Graham 14th Feb '03 134 18
Does anyone have an example of a pay per call model? Sara 7th Jun '16 133 3
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 132 8
Customer Service Guarentee Schemes Robert 5th Sep '01 131 6
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 130 4
Them and us - how is your customer service department viewed? John 30th May '02 129 7
Customer satisfaction benchmarking Peter 15th Nov '02 129 4
The process versus the customer Closed 9th Apr '04 129 4
Aspect UIP Agent Status tom 28th Feb '17 128 2
Getting to know your customers William 13th Aug '01 127 4
customer satisfaction shane 18th May '01 125 4
Complaint Calls Andrew 4th Dec '02 125 2
Contact Centre Crisis Plan mohammad 8th Jan '17 125 2
Action plan for increasing employee engagement Kathryn 31st Jul '16 123 2
Gantt Chart vs Erlang Kauto 8th Nov '16 122 3
Call Centre Bench Marks FIDA 12th Apr '17 122 2
Reaching the decision maker Ann-Marie 23rd Jan '08 120 6
Dialler comparisons Chris147 19th Sep '16 120 2
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 119 3
Outsource Payment Model Ahmed ELRabei 31st Mar '17 119 2
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 117 7
Customer Satisfaction ? John 19th Feb '03 116 5
Standard for customer satisfaction surveys Jane 5th Aug '03 116 4
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 116 2
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