AI Customer Satisfaction Maryland 
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).
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. Comm100 Live Chat is among the best live chat software for higher education, with a fully integrated, all-in-one live chat solution that offers available AI-powered bots and automation within one integrated console.
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