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).

Contact Center 80

Contact Center Artificial Intelligence Social Media Touchpoint 80

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. Customer satisfaction has been in a freefall for four years running. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland. .

Customer Service 53

Customer Service Contact Center Social Media Sales 53

Comm100

FEBRUARY 1, 2023

TRU now sees strong Customer Satisfaction (CSAT) scores at 4.28 / 5, and an average 25 second wait time for support. LiveChat rates among the best live chat for higher education in customer support and ease of use but has reported technical glitches that can create delays for agent response.

Education 86

Education Omnichannel B2B Customer Service 86

Comm100

FEBRUARY 12, 2021

When the pandemic emerged, staff at Montgomery College , a public community college in Rockville, Maryland, were forced into a remote working environment. She showed great patience, taking time to walk customers through their issues, showing she really cares, and helping them to place orders. Team Award. Runners-up.

Social Media 52

Social Media Customer Service Retail Innovation 52