2021 Abandon rate call center professionals Service level 
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 2021.
Fonolo
APRIL 13, 2021
Call overflow handling refers to a type of answering service that helps call centers deal with spikes in call volume. These services have trained call center professionals who manage incoming customer calls when primary contact center agents have reached their call handling capacity.
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