2012 Abandon rate Accountability Average Handle Time 
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. In fact, according to Salesforce, 72% of people think self-service support is a fast and easy way to handle issues.
pindrop
OCTOBER 12, 2021
Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account. The abandonment rate has increased from 5.4%
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