Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Multi task Mohd 1st Aug '19 8075 2
Making Notes on Customers Account Jane 23rd May '16 4877 5
Capacity Planning Templates Claire Walton 6th Apr '17 4793 2
Annualized attrition calculation Pratap 12th Aug '16 4411 2
Customer Care Mission Statements Michael 8th Jun '01 2718 11
Agent productivity Formula Hariharan 6th Mar '17 2707 4
Flow Out Calls Ven 20th Mar '17 2620 4
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 2211 2
script for verification calls charles 2nd Aug '16 1789 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 1656 2
Propensity to call help Anon 24th May '17 1452 2
Copy of a call I have made Trevor 7th Jan '18 1372 2
Goodwill gestures Joe 1st Nov '18 1198 4
4 pm Handover Issues Mohamed 26th Sep '19 1103 2
Dissatisfaction (DSAT) Analysis Navid 19th May '18 1091 2
Call Centre Development Business Plan tina 31st Jan '17 1088 4
Behind on responding to new leads vikash 1st Feb '18 1042 2
Targets for Email AHT Nicky 9th May '17 962 4
Corrective Action Plan VIctor 25th Nov '16 962 2
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 829 2
Chat operations capacity planning Gnaneswar 15th Sep '16 825 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 754 6
Customer disservice Robert 16th Jul '02 741 9
Real Time Monitoring Team Anon 22nd Feb '17 726 5
Assessment for Call Center managers? Nino 13th Dec '16 650 5
Dealing with suicidal callers Paul 15th Mar '18 603 2
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 596 2
Customers want friendly formality from contact centres Neil 8th Jul '07 582 3
How do you handle a diffcult customer? Sheley 29th Nov '07 573 28
How to forecast Abandon rate with erlang Mike 19th Feb '17 494 3
Handover 24/7 Johann 24th Feb '02 442 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 423 2
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 417 2
Capital Index Asking For 3rd Party information shyam 14th Apr '19 389 2
How to increase AHT? Agata 13th Jul '18 380 3
Understanding enquiries Emma 4th Jan '18 370 2
Quality Parameter Sarju 21st May '18 349 3
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 335 4
High turnover rate of employment at call centers Mary 13th Oct '17 295 5
Dealing with the difficult caller John 3rd Sep '01 294 6
Access Permissions for Call Recording Manish 25th Feb '18 291 2
Compliance Quality Amrita 9th Aug '18 280 2
Customer Service Metrics: Email Phill 13th Feb '02 268 12
New Customer Onboarding Program Husain 7th Feb '18 266 2
Call Handling Quality Measurements Helen 15th May '02 257 3
Team Record - MS Excel Format Mohammed 11th Jun '16 252 3
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 238 2
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 232 3
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 229 2
Empowering Agents For Customer Satisfaction shane 18th May '01 223 4
Customer Satisfaction measurements Vedula 18th May '01 222 36
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 221 4
Industry average figure for Service Level Timothy 17th May '16 215 2
Calculation of Staff Required Raju 21st Oct '16 213 3
Social Media Service Levels Richard 25th Feb '19 212 2
TRANSFERRING CALLS DARRELL 19th Jun '02 210 7
Using recorded calls for training Chris 20th Sep '02 210 12
How to advance? Babu 8th Mar '04 209 2
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 209 7
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 208 4
Why do customers leave? Neil 25th Jul '06 207 13
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 205 2
Call Centre do they add value to a company naveed 16th Oct '03 200 3
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 199 4
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 199 2
Dealing with complaints effectively John 9th Nov '01 192 5
Customer Experience Metholodology Lynn 12th Feb '19 185 2
Is Customer Service Delivery Dying ? Niels 14th Feb '02 184 20
Complaint Management Bukola 6th Nov '03 177 10
Them and us - how is your customer service department viewed? John 30th May '02 174 7
What is your view of Voice Of the Customer? Elad 8th Jan '09 174 26
Post Call Surveys Ann-Marie 21st Mar '07 173 7
Things to avoid in call centres... Jim 20th Apr '01 172 12
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 170 8
Call recoring legalities Michael 14th Dec '10 169 4
Inbound Vs Outbound Desmond 1st May '17 169 5
Talk is Cheap: Name Calling Jeff 23rd Jun '08 168 8
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 164 4
Success? It's not found in your title. Graham 14th Feb '03 162 18
Does anyone have an example of a pay per call model? Sara 7th Jun '16 159 3
Measuring Customer Satisfaction Brendon 14th Mar '02 159 4
Customer satisfaction benchmarking Peter 15th Nov '02 159 4
Customer Service Guarentee Schemes Robert 5th Sep '01 158 6
The process versus the customer Closed 9th Apr '04 154 4
Getting to know your customers William 13th Aug '01 152 4
Gantt Chart vs Erlang Kauto 8th Nov '16 148 3
Reaching the decision maker Ann-Marie 23rd Jan '08 145 6
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 143 3
Customer Satisfaction ? John 19th Feb '03 141 5
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 140 7
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 140 3
Standard for customer satisfaction surveys Jane 5th Aug '03 136 4
Motivating Your Agents Mike 5th Apr '17 133 3
Unavailable /Wrap Time Ben 14th Sep '16 126 3
Customer Diversity Training Closed 30th Jun '05 123 4
Talk is Cheap - Confidence Game Jeff 11th Aug '08 116 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 63 2