2017 Abandon Call First call resolution Personalization 
Fonolo
JANUARY 4, 2022
On average, a 1% improvement in First Call Resolution (F.C.R.) 52% of all customer service engagements around the world in 2017 began online. In 2017, 64% of Americans contacted some form of customer service. 82% of customers expect to solve complex problems by talking to one person. Source: Bluewolf.
Tenfold - Contact Center Blog
JULY 9, 2018
According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls.
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