Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Capacity Planning Templates Claire Walton 6th Apr '17 8441 3
Multi task Mohd 1st Aug '19 8167 2
Making Notes on Customers Account Jane 23rd May '16 7539 5
Annualized attrition calculation Pratap 12th Aug '16 6446 2
Customer Care Mission Statements Michael 8th Jun '01 4391 11
Agent productivity Formula Hariharan 6th Mar '17 4173 6
Dissatisfaction (DSAT) Analysis Navid 19th May '18 3401 2
script for verification calls charles 2nd Aug '16 2677 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 2248 2
Airline chat support Ghie 15th Oct '20 2135 2
How long to stay on hold for a customer Nathanael 16th Oct '20 2117 2
Targets for Email AHT Nicky 9th May '17 2092 4
Goodwill gestures Joe 1st Nov '18 2072 4
Propensity to call help Anon 24th May '17 1981 2
Copy of a call I have made Trevor 7th Jan '18 1569 2
Call Centre Development Business Plan tina 31st Jan '17 1537 4
Corrective Action Plan VIctor 25th Nov '16 1353 2
Behind on responding to new leads vikash 1st Feb '18 1191 2
4 pm Handover Issues Mohamed 26th Sep '19 1150 2
Chat operations capacity planning Gnaneswar 15th Sep '16 1132 2
Assessment for Call Center managers? Nino 13th Dec '16 989 5
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 943 2
How to forecast Abandon rate with erlang Mike 19th Feb '17 918 3
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 885 6
Real Time Monitoring Team Anon 22nd Feb '17 859 5
Dealing with suicidal callers Paul 15th Mar '18 827 2
Customer disservice Robert 16th Jul '02 801 9
How do you handle a diffcult customer? Sheley 29th Nov '07 734 28
Dealing with complaints effectively John 9th Nov '01 710 6
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 650 2
Customers want friendly formality from contact centres Neil 8th Jul '07 645 3
Handover 24/7 Johann 24th Feb '02 610 2
Customer complaint - product did not arrive on time M v 11th Aug '20 495 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 486 2
Customer Contact Experience Rishabh 16th Mar '20 479 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 478 2
Capital Index Asking For 3rd Party information shyam 14th Apr '19 442 2
Addressing Callers by Name Jeff 23rd Jun '08 435 9
Understanding enquiries Emma 4th Jan '18 424 2
Quality Parameter Sarju 21st May '18 419 3
Dealing with the difficult caller John 3rd Sep '01 411 6
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 400 4
Customer Service Metrics: Email Phill 13th Feb '02 399 12
High turnover rate of employment at call centers Mary 13th Oct '17 369 5
How do you Handle Customer Complaints - Interview Question Clara 10th Mar '20 366 2
How are you handling/showing compassion to emotional callers during the COVID-19 pandemic? Kayla 31st Mar '20 362 2
Access Permissions for Call Recording Manish 25th Feb '18 352 2
Call Handling Quality Measurements Helen 15th May '02 345 3
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 325 4
New Customer Onboarding Program Husain 7th Feb '18 324 2
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 309 2
Customer Satisfaction measurements Vedula 18th May '01 299 36
Why do customers leave? Neil 25th Jul '06 290 12
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 289 2
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 287 4
TRANSFERRING CALLS DARRELL 19th Jun '02 281 7
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 280 2
Industry average figure for Service Level Timothy 17th May '16 277 2
Social Media Service Levels Richard 25th Feb '19 271 2
Calculation of Staff Required Raju 21st Oct '16 271 3
Empowering Agents For Customer Satisfaction shane 18th May '01 271 4
Post Call Surveys Ann-Marie 21st Mar '07 271 6
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 267 7
How to advance? Babu 8th Mar '04 265 2
Call Centre do they add value to a company naveed 16th Oct '03 253 3
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 252 4
Complaint Management Bukola 6th Nov '03 245 10
Is Customer Service Delivery Dying ? Niels 14th Feb '02 242 20
What is your view of Voice Of the Customer? Elad 8th Jan '09 233 26
Inbound Vs Outbound Desmond 1st May '17 231 5
Unavailable /Wrap Time Ben 14th Sep '16 227 3
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 223 8
Customer Service Guarentee Schemes Robert 5th Sep '01 223 6
Calls from Customers who are driving Shaun 9th Jan '20 218 2
Success? It's not found in your title. Graham 14th Feb '03 216 18
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 214 4
Customer satisfaction benchmarking Peter 15th Nov '02 211 4
Measuring Customer Satisfaction Brendon 14th Mar '02 210 4
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 206 3
Getting to know your customers William 13th Aug '01 206 4
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 199 3
Standard for customer satisfaction surveys Jane 5th Aug '03 197 4
Motivating Your Agents Mike 5th Apr '17 193 3
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 188 7
Talk is Cheap - Confidence Game Jeff 11th Aug '08 162 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 128 2