2020 Abandon rate Average Handle Time Call center experience 
Fonolo
MAY 16, 2023
One of the most basic, and critical, types of call center analytics is call volume. According to Statista, there were over 175 billion customer service calls in the US in 2020. Average speed of answer: The average time it takes for an agent to answer a call.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.
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