Customer Service Issues

Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Making Notes on Customers Account Jane 23rd May '16 3899 5
Annualized attrition calculation Pratap 12th Aug '16 3724 2
Capacity Planning Templates Claire Walton 6th Apr '17 3527 2
Customer Care Mission Statements Michael 8th Jun '01 2058 11
Flow Out Calls Ven 20th Mar '17 2027 4
Agent productivity Formula Hariharan 6th Mar '17 1963 4
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 1642 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 1432 2
script for verification calls charles 2nd Aug '16 1418 2
Propensity to call help Anon 24th May '17 1164 2
Goodwill gestures Joe 1st Nov '18 1016 4
Copy of a call I have made Trevor 7th Jan '18 935 2
Behind on responding to new leads vikash 1st Feb '18 905 2
Call Centre Development Business Plan tina 31st Jan '17 896 4
Corrective Action Plan VIctor 25th Nov '16 819 2
Describe an experience when you had to deal with a difficult customer Charity 16th May '19 753 2
Email AHT Nicky 9th May '17 680 3
Chat operations capacity planning Gnaneswar 15th Sep '16 667 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 665 6
Real Time Monitoring Team Anon 22nd Feb '17 625 5
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 574 2
Customers want friendly formality from contact centres Neil 8th Jul '07 559 3
Dissatisfaction (DSAT) Analysis Navid 19th May '18 522 2
How do you handle a diffcult customer? Sheley 29th Nov '07 509 28
Assessment for Call Center managers? Nino 13th Dec '16 507 5
Dealing with suicidal callers Paul 15th Mar '18 492 2
Describe an experience when you had to deal with a difficult customer. Roshi 18th Apr '18 468 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 412 2
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 396 3
Back to Back phone calls, Confusion and Complaints Rahmani 29th Jun '18 395 2
what would you change in your current role of an airline customer service agent" Charles 15th Aug '18 378 2
Capital Index Asking For 3rd Party information shyam 14th Apr '19 372 2
How to increase AHT? Agata 13th Jul '18 361 3
Understanding enquiries Emma 4th Jan '18 359 2
Handover 24/7 Johann 24th Feb '02 351 2
Should we answer calls, take details and promise to call back later? MN 16th Sep '18 324 4
Quality Parameter Sarju 21st May '18 297 3
Access Permissions for Call Recording Manish 25th Feb '18 280 2
High turnover rate of employment at call centers Mary 13th Oct '17 268 5
Compliance Quality Amrita 9th Aug '18 261 2
New Customer Onboarding Program Husain 7th Feb '18 250 2
Dealing with the difficult caller John 3rd Sep '01 249 6
Team Record - MS Excel Format Mohammed 11th Jun '16 216 3
Call Handling Quality Measurements Helen 15th May '02 212 3
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 205 2
Industry average figure for Service Level Timothy 17th May '16 203 2
Customer Service Metrics: Email Phill 13th Feb '02 202 12
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 199 4
Using recorded calls for training Chris 20th Sep '02 197 12
Calculation of Staff Required Raju 21st Oct '16 194 3
TRANSFERRING CALLS DARRELL 19th Jun '02 192 7
How to advance? Babu 8th Mar '04 192 2
Call Centre do they add value to a company naveed 16th Oct '03 189 3
Customer Satisfaction measurements Vedula 18th May '01 184 36
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 184 2
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 181 2
Social Media Service Levels Richard 25th Feb '19 181 2
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 179 4
Why do customers leave? Neil 25th Jul '06 177 13
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 177 4
Scripted Customer Satisfaction Surveys TROY 30th Jul '03 176 7
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 175 2
Dealing with complaints effectively John 9th Nov '01 172 5
Is Customer Service Delivery Dying ? Niels 14th Feb '02 169 20
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 168 3
Customer Experience Metholodology Lynn 12th Feb '19 165 2
Post Call Surveys Ann-Marie 21st Mar '07 159 7
Call recoring legalities Michael 14th Dec '10 157 4
Complaint Management Bukola 6th Nov '03 156 10
Things to avoid in call centres... Jim 20th Apr '01 155 12
Talk is Cheap: Name Calling Jeff 23rd Jun '08 152 8
What is your view of Voice Of the Customer? Elad 8th Jan '09 152 26
Inbound Vs Outbound Desmond 1st May '17 151 5
Success? It's not found in your title. Graham 14th Feb '03 148 18
Measuring Customer Satisfaction Brendon 14th Mar '02 147 4
Reducing wait times or increasing customer experience? Stuart 30th Nov '04 146 12
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 145 8
Does anyone have an example of a pay per call model? Sara 7th Jun '16 143 3
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 142 4
Empowering Agents For Customer Satisfaction shane 18th May '01 141 4
Customer Service Guarentee Schemes Robert 5th Sep '01 140 6
Them and us - how is your customer service department viewed? John 30th May '02 139 7
Customer satisfaction benchmarking Peter 15th Nov '02 139 4
The process versus the customer Closed 9th Apr '04 139 4
Getting to know your customers William 13th Aug '01 138 4
Gantt Chart vs Erlang Kauto 8th Nov '16 133 3
Reaching the decision maker Ann-Marie 23rd Jan '08 131 6
Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 130 3
Customer Satisfaction ? John 19th Feb '03 128 5
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 127 7
Standard for customer satisfaction surveys Jane 5th Aug '03 126 4
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 121 3
Motivating Your Agents Mike 5th Apr '17 117 3
Customer disservice Robert 16th Jul '02 112 8
Customer Diversity Training Closed 30th Jun '05 109 4
Unavailable /Wrap Time Ben 14th Sep '16 107 3
Talk is Cheap - Confidence Game Jeff 11th Aug '08 104 3
Is it recommended to call record your credit control function Lorraine 2nd May '19 41 2