Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 1034 2
Making Notes on Customers Account Jane 23rd May '16 842 5
CUSTOMER CARE Michael 8th Jun '01 646 11
script for verification calls charles 2nd Aug '16 501 2
Capacity Planning Claire Walton 6th Apr '17 346 2
Flow Out Calls Ven 20th Mar '17 286 4
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 257 6
Agent productivity Formula Hariharan 6th Mar '17 205 2
How do you handle a diffcult customer? Sheley 29th Nov '07 195 28
Propensity to call help Anon 24th May '17 189 2
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 174 2
Corrective Action Plan VIctor 25th Nov '16 165 2
Real Time Monitoring Team Anon 22nd Feb '17 149 5
Chat operations capacity planning Gnaneswar 15th Sep '16 130 2
Call Centre Development Business Plan tina 31st Jan '17 127 4
Dealing with the difficult caller John 3rd Sep '01 126 6
Assessment for Call Center managers? Nino 13th Dec '16 119 5
Industry average figure for Service Level Timothy 17th May '16 113 2
Calculation of Staff Required Raju 21st Oct '16 112 3
Team Record - MS Excel Format Mohammed 11th Jun '16 111 3
How to advance? Babu 8th Mar '04 106 2
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 104 3
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 102 2
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 98 4
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 96 4
Call Centre do they add value to a company naveed 16th Oct '03 94 3
Handover 24/7 Johann 24th Feb '02 91 2
Scripting When Charging Fees Claudia 8th Jun '17 90 2
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 88 4
Customer Service Metrics: Email Phill 13th Feb '02 86 12
TRANSFERRING CALLS DARRELL 19th Jun '02 86 7
Repeated Call Macro 22nd Dec '16 85 2
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 84 3
Email AHT Nicky 9th May '17 83 3
Using recorded calls for training Chris 20th Sep '02 82 12
Customer Satisfaction measurements Vedula 18th May '01 81 36
Call Handling Quality Measurements Helen 15th May '02 81 3
Why do customers leave? Neil 25th Jul '06 80 13
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 80 2
Dealing with complaints effectively John 9th Nov '01 76 5
High turnover rate of employment at call centers Mary 13th Oct '17 76 4
Call recoring legalities Michael 14th Dec '10 74 4
Post Call Surveys Ann-Marie 21st Mar '07 73 7
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 68 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 66 2
Things to avoid in call centres... Jim 20th Apr '01 65 12
Is Customer Service Delivery Dying ? Niels 14th Feb '02 65 20
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 65 3
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 64 8
Call Centre Bench Marks FIDA 12th Apr '17 63 2
Measuring Customer Satisfaction Brendon 14th Mar '02 61 4
Customer satisfaction benchmarking Peter 15th Nov '02 58 4
Complaint Management Bukola 6th Nov '03 58 10
What is your view of Voice Of the Customer? Elad 8th Jan '09 58 26
Gantt Chart vs Erlang Kauto 8th Nov '16 57 3
Customer Service Guarentee Schemes Robert 5th Sep '01 56 6
Complaint Calls Andrew 4th Dec '02 56 2
Success? It's not found in your title. Graham 14th Feb '03 56 18
Customer Satisfaction Surveys TROY 30th Jul '03 56 7
Contact Centre Crisis Plan mohammad 8th Jan '17 56 2
Them and us - how is your customer service department viewed? John 30th May '02 55 7
Colleague Experience Manager Saeed 23rd Oct '16 54 2
Outsource Payment Model Ahmed ELRabei 31st Mar '17 54 2
customer satisfaction shane 18th May '01 53 4
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 53 8
The process versus the customer Closed 9th Apr '04 53 4
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 53 2
Getting to know your customers William 13th Aug '01 51 4
Standard for customer satisfaction surveys Jane 5th Aug '03 51 4
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 51 4
Reaching the decision maker Ann-Marie 23rd Jan '08 51 6
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 50 12
Customer Satisfaction ? John 19th Feb '03 49 5
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 49 3
Dialler comparisons Chris147 19th Sep '16 49 2
Efficiency & Data Analysis Training Laurens 30th Dec '16 49 2
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 49 7
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 48 3
Motivating Your Agents Mike 5th Apr '17 48 3
Inbound Vs Outbound Desmond 1st May '17 48 5
Action plan for increasing employee engagement Kathryn 31st Jul '16 47 2
Customer disservice Robert 16th Jul '02 46 8
Costing model for a start up call center hendry 18th Jun '16 46 2
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 46 2
Login hours Ritesh 25th Jan '17 45 2
(Quality Article) Talk is Cheap - Confidence Game Jeff 11th Aug '08 44 3
Customer Diversity Training Closed 30th Jun '05 43 4
What is a Satellite Call Centre George 5th Oct '16 43 2
Call Back Function Chris 24th Apr '17 43 2
Does anyone have an example of a pay per call model? Sara 7th Jun '16 42 3
What are the support models for Front line Inbound agents Aiden 14th Jul '16 41 2
Any experience with Autom8? Elliot 13th Sep '16 40 2
Screen Sharing / Co-browsing Katie 6th Dec '16 40 2
Actual FTE Clariza 19th Apr '17 40 2
Agent Insubordination Paul 19th Aug '16 39 2
Sickness Reduction Chris Philpott 7th Dec '16 39 2
call-abandoned-in-inbound-call-centre ritu 18th Feb '17 37 2
Aspect UIP Agent Status tom 28th Feb '17 37 2
Call Centre Trigger Points Mike 7th Dec '16 36 2
Unavailable /Wrap Time Ben 14th Sep '16 35 3
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