Abandon rate call center professionals Industry Self service 
Fonolo
MAY 31, 2019
Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service. As well, some customers may simply prefer to deal with a live agent and skip self-service tools altogether. Typically, this is the result of volume spikes or contact centers simply being understaffed.
Fonolo
MARCH 28, 2019
Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service. As well, some customers may simply prefer to deal with a live agent and skip self-service tools altogether. Typically, this is the result of volume spikes or contact centers simply being understaffed.
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.
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