Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 2997 2
Making Notes on Customers Account Jane 23rd May '16 2827 5
Capacity Planning Claire Walton 6th Apr '17 2334 2
Flow Out Calls Ven 20th Mar '17 1404 4
Customer Care Mission Statements Michael 8th Jun '01 1312 11
Agent productivity Formula Hariharan 6th Mar '17 1310 2
script for verification calls charles 2nd Aug '16 1083 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 1014 2
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 1005 2
Propensity to call help Anon 24th May '17 865 2
Behind on responding to new leads vikash 1st Feb '18 747 2
Copy of a call I have made Trevor 7th Jan '18 736 2
Corrective Action Plan VIctor 25th Nov '16 620 2
Call Centre Development Business Plan tina 31st Jan '17 587 4
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 571 6
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 550 2
Real Time Monitoring Team Anon 22nd Feb '17 501 5
Chat operations capacity planning Gnaneswar 15th Sep '16 459 2
Email AHT Nicky 9th May '17 432 3
How do you handle a diffcult customer? Sheley 29th Nov '07 419 28
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 402 2
Assessment for Call Center managers? Nino 13th Dec '16 396 5
Dealing with suicidal callers Paul 15th Mar '18 379 2
Understanding enquiries Emma 4th Jan '18 342 2
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 309 3
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 285 2
Describe an experience when you had to deal with a difficult customer. Roshi 18th Apr '18 277 2
Handover 24/7 Johann 24th Feb '02 271 2
Call Recording At Call centre Manish 25th Feb '18 268 2
How to increase AHT? Agata 13th Jul '18 267 3
what would you change in your current role of an airline customer service agent" Charles 15th Aug '18 266 2
High turnover rate of employment at call centers Mary 13th Oct '17 241 5
New Customer Onboarding Program Husain 7th Feb '18 235 2
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 231 4
Dealing with the difficult caller John 3rd Sep '01 225 6
Team Record - MS Excel Format Mohammed 11th Jun '16 203 3
Industry average figure for Service Level Timothy 17th May '16 193 2
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 189 2
Call Handling Quality Measurements Helen 15th May '02 186 3
Calculation of Staff Required Raju 21st Oct '16 181 3
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 179 4
Customer Service Metrics: Email Phill 13th Feb '02 178 12
Using recorded calls for training Chris 20th Sep '02 177 12
How to advance? Babu 8th Mar '04 176 2
Call Centre do they add value to a company naveed 16th Oct '03 175 3
Compliance Quality Amrita 9th Aug '18 172 2
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 166 4
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 165 2
TRANSFERRING CALLS DARRELL 19th Jun '02 164 7
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 163 3
Customer Satisfaction measurements Vedula 18th May '01 162 36
Why do customers leave? Neil 25th Jul '06 161 13
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 161 2
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 161 4
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 158 2
Repeated Call Macro 22nd Dec '16 158 2
Quality Parameter Sarju 21st May '18 156 2
Dissatisfaction (DSAT) Analysis Navid 19th May '18 155 2
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 154 3
Scripting When Charging Fees Claudia 8th Jun '17 154 2
Goodwill gestures Joe 1st Nov '18 154 3
Dealing with complaints effectively John 9th Nov '01 148 5
Login hours Ritesh 25th Jan '17 147 2
Is Customer Service Delivery Dying ? Niels 14th Feb '02 146 20
Post Call Surveys Ann-Marie 21st Mar '07 146 7
Things to avoid in call centres... Jim 20th Apr '01 143 12
Call recoring legalities Michael 14th Dec '10 142 4
Customer Satisfaction Surveys TROY 30th Jul '03 137 7
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 137 8
Complaint Management Bukola 6th Nov '03 136 10
What is your view of Voice Of the Customer? Elad 8th Jan '09 136 26
Inbound Vs Outbound Desmond 1st May '17 136 5
Measuring Customer Satisfaction Brendon 14th Mar '02 133 4
Success? It's not found in your title. Graham 14th Feb '03 132 18
Colleague Experience Manager Saeed 23rd Oct '16 132 2
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 131 12
Does anyone have an example of a pay per call model? Sara 7th Jun '16 130 3
Customer Service Guarentee Schemes Robert 5th Sep '01 128 6
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 127 8
Them and us - how is your customer service department viewed? John 30th May '02 127 7
Customer satisfaction benchmarking Peter 15th Nov '02 127 4
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 127 4
The process versus the customer Closed 9th Apr '04 126 4
Getting to know your customers William 13th Aug '01 124 4
Contact Centre Crisis Plan mohammad 8th Jan '17 124 2
customer satisfaction shane 18th May '01 123 4
Complaint Calls Andrew 4th Dec '02 123 2
Aspect UIP Agent Status tom 28th Feb '17 123 2
Action plan for increasing employee engagement Kathryn 31st Jul '16 121 2
Call Centre Bench Marks FIDA 12th Apr '17 121 2
Gantt Chart vs Erlang Kauto 8th Nov '16 119 3
Reaching the decision maker Ann-Marie 23rd Jan '08 118 6
Dialler comparisons Chris147 19th Sep '16 118 2
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 117 3
Outsource Payment Model Ahmed ELRabei 31st Mar '17 116 2
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 115 2
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 115 7
Standard for customer satisfaction surveys Jane 5th Aug '03 114 4
Customer Satisfaction ? John 19th Feb '03 112 5
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