Contact Center Customer Satisfaction Maryland Technology 
Fonolo
FEBRUARY 14, 2019
In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. This behavior is destructive and negatively impacts important KPIs like first call resolution (a KPI directly related to customer satisfaction).
Customer Bliss
MAY 3, 2017
81 percent of customers today will use self-service channels first before reaching out to a company Click To Tweet. However, self-service is proving to be a double-edge sword for both companies and customers alike. Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g.,
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