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

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.,

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 89

Education Omnichannel B2B Customer Service 89