UK and IrelandCustomer Service
Welcome to the Customer Service subject, the available knowlege bank articles are displayed below.
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All Lines Busy - Engaged/Busy Tone
Also known as 'busy' or 'engaged' tone View
Call Fulfilment
Call fulfilment is about delivering the outcome which is the purpose of the call. On many instances customers tell tales of having to make a nu… View
Customer Life Time Value (CLTV)
In marketing, customer lifetime value (CTLV), lifetime customer value (LTCV), or lifetime value (LTV) and a new concept of "customer life cycl… View
Customer Relationship Management (CRM)
Customer relationship management (CRM) is basically the function of building a long standing relationship with a customer. This maximizes profits, sin… View
Customer Service
Competency Definition View
Customer Service (CS)
Customer service is the provision of service to a customer, before, during and after a purchase. The customer service delivered should be desig… View
Customer Service - or lack of It (case study)
I would like to share with you an experience I "suffered" recently which brings out many of the points we often hear about call centres.&… View
How to Calculate Customer Life Time Value (CLTV)
Customer lifetime value has intuitive appeal as a marketing concept, because in theory it represents exactly how much each customer is worth in mon… View
Queue Busting Technology
When calls reach an unacceptable level in the queue, there are any number of manual interventions which can be made. Many call centres adopt the ap… View
Service Level (SL)
Also known as Grade of Service (GOS) and Telephone Service Factor (TSF) View
Sweatshop Cause & Effect
The 'cause and effect' of the 'sweatshop' syndrome. CAUSES Inadequate resourcing Too many calls High occupa… View