Customer Experience 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 12, 2021
When the pandemic emerged, staff at Montgomery College , a public community college in Rockville, Maryland, were forced into a remote working environment. This was all due to the team’s collaborative efforts, hard work, and understanding of the importance of positive customer experience. Team Award. Runners-up. Runners-up.
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