Customer Service Issues
Discussion about customer service and dealing with customers
Subject Author Created Views Posts
Annualized attrition calculation Pratap 12th Aug '16 1880 2
Making Notes on Customers Account Jane 23rd May '16 1619 5
Capacity Planning Claire Walton 6th Apr '17 1197 2
CUSTOMER CARE Michael 8th Jun '01 939 11
script for verification calls charles 2nd Aug '16 705 2
Flow Out Calls Ven 20th Mar '17 662 4
Agent productivity Formula Hariharan 6th Mar '17 605 2
Propensity to call help Anon 24th May '17 464 2
Longest queue in a contact centre - Is this a record? Mary 9th Dec '17 426 2
How to measure schedule adherence without a WFM software ? Mike 1st Aug '16 420 6
Copy of a call I have made Trevor 7th Jan '18 419 2
Does anyone have any coaching forms for monthly 1 on 1s? Rob 20th Jul '16 340 2
Corrective Action Plan VIctor 25th Nov '16 311 2
Do all calls to any council staff need to noted down? Ziba 23rd Nov '17 296 2
How do you handle a diffcult customer? Sheley 29th Nov '07 287 28
Chat operations capacity planning Gnaneswar 15th Sep '16 281 2
Call Centre Pricing Cost per Call and Per Hour Oz 17th May '17 250 2
Call Centre Development Business Plan tina 31st Jan '17 249 4
Understanding enquiries Emma 4th Jan '18 235 2
Real Time Monitoring Team Anon 22nd Feb '17 233 5
Behind on responding to new leads vikash 1st Feb '18 228 2
Assessment for Call Center managers? Nino 13th Dec '16 208 5
Email AHT Nicky 9th May '17 196 3
High turnover rate of employment at call centers Mary 13th Oct '17 180 5
Handover 24/7 Johann 24th Feb '02 179 2
Online Erlang Call Centre Staffing Calculator - how to forecast Abandon rate Mike 19th Feb '17 177 3
Dealing with the difficult caller John 3rd Sep '01 173 6
Industry average figure for Service Level Timothy 17th May '16 168 2
Team Record - MS Excel Format Mohammed 11th Jun '16 165 3
Call Recording At Call centre Manish 25th Feb '18 160 2
How do I Overcome lack of confidence in my tone of voice BRYNLEY VELDSCHOEN 23rd May '16 153 2
Calculation of Staff Required Raju 21st Oct '16 151 3
Tips to improve Customer Satisfaction in Tech. Support Environment Jojo 18th Mar '03 143 4
How to advance? Babu 8th Mar '04 141 2
Call Centre do they add value to a company naveed 16th Oct '03 137 3
Quality Monitoring Form - Ensuring the scores are not too subjective Kath 21st Jul '16 133 4
How to Differentiate your Call Centers from Other Call Centers? Jason 31st Oct '16 133 4
Customer Service Metrics: Email Phill 13th Feb '02 132 12
Using recorded calls for training Chris 20th Sep '02 132 12
Repeated Call Macro 22nd Dec '16 130 2
TRANSFERRING CALLS DARRELL 19th Jun '02 128 7
Scripting When Charging Fees Claudia 8th Jun '17 127 2
New Customer Onboarding Program Husain 7th Feb '18 127 2
Dealing with suicidal callers Paul 15th Mar '18 127 2
Customer Satisfaction measurements Vedula 18th May '01 125 36
Why do customers leave? Neil 25th Jul '06 124 13
Call Handling Quality Measurements Helen 15th May '02 123 3
How to Create a Visibility-Impact Matrix for outbound call center? Vishwa 20th May '16 122 2
Customers want friendly formality from contact centres, says research Neil 8th Jul '07 121 3
New bee in the call centre industry - HELP, as i do not want to get fired jamie 11th Oct '02 117 3
Newspaper Call Centre - Need advice on quality training... Mary 13th Oct '17 117 2
Post Call Surveys Ann-Marie 21st Mar '07 114 7
Dealing with complaints effectively John 9th Nov '01 113 5
Customer satisfaction indices and 'soft' concepts John 7th Sep '01 112 2
Is Customer Service Delivery Dying ? Niels 14th Feb '02 110 20
Call recoring legalities Michael 14th Dec '10 109 4
Things to avoid in call centres... Jim 20th Apr '01 107 12
Complaint Management Bukola 6th Nov '03 100 10
(Quality Article) Talk is Cheap: Name Calling Jeff 23rd Jun '08 100 8
What is your view of Voice Of the Customer? Elad 8th Jan '09 100 26
Call Centre Bench Marks FIDA 12th Apr '17 99 2
Measuring Customer Satisfaction Brendon 14th Mar '02 98 4
Customer satisfaction benchmarking Peter 15th Nov '02 98 4
Customer Satisfaction Surveys TROY 30th Jul '03 98 7
Success? It's not found in your title. Graham 14th Feb '03 97 18
Colleague Experience Manager Saeed 23rd Oct '16 95 2
Inbound Vs Outbound Desmond 1st May '17 95 5
Gantt Chart vs Erlang Kauto 8th Nov '16 94 3
Contact Centre Crisis Plan mohammad 8th Jan '17 92 2
customer satisfaction shane 18th May '01 91 4
Getting to know your customers William 13th Aug '01 91 4
How to promote good customer treatment amongst junior staff? John 2nd Feb '02 91 8
Login hours Ritesh 25th Jan '17 91 2
Outsource Payment Model Ahmed ELRabei 31st Mar '17 91 2
Customer Service Guarentee Schemes Robert 5th Sep '01 90 6
Does anyone have an example of a pay per call model? Sara 7th Jun '16 90 3
Them and us - how is your customer service department viewed? John 30th May '02 89 7
The process versus the customer Closed 9th Apr '04 89 4
Any ideas on Reducing wait times / increasing customer experience ? Stuart 30th Nov '04 89 12
Attributes to Look for When Hiring Call Centre Agents Laura 21st Jun '16 89 2
Complaint Calls Andrew 4th Dec '02 88 2
Dialler comparisons Chris147 19th Sep '16 88 2
Action plan for increasing employee engagement Kathryn 31st Jul '16 86 2
Call Centre attrition is it something that is to be accepted? naveed 16th Oct '03 85 4
Reaching the decision maker Ann-Marie 23rd Jan '08 85 6
Customer Satisfaction ? John 19th Feb '03 84 5
Standard for customer satisfaction surveys Jane 5th Aug '03 84 4
(Quality Article) Talk is Cheap - Enjoy Your Customer Jeff 17th Jun '08 84 3
Actual FTE Clariza 19th Apr '17 84 2
Measuring Effect of Website Self-Service on Contact Centre Joe90 14th Sep '16 83 3
Aspect UIP Agent Status tom 28th Feb '17 83 2
Efficiency & Data Analysis Training Laurens 30th Dec '16 82 2
What Advice Could You Give Me in Beginning Management? October 4th Apr '17 82 7
Motivating Your Agents Mike 5th Apr '17 82 3
Customer Diversity Training Closed 30th Jun '05 79 4
Costing model for a start up call center hendry 18th Jun '16 79 2
Call Back Function Chris 24th Apr '17 79 2
Customer disservice Robert 16th Jul '02 77 8
What is a Satellite Call Centre George 5th Oct '16 77 2
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