Remove 2017 Remove Cloud contact Remove Self service
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Call Center Statistics You Should Know

Callminer

Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” “In 2016, outsourcing contact centers had a mean turnover rate of 73%, in 2017 it was reported the turnover was only 49%.”

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5 Ways to Build Customer Trust

VocalCom

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

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Contact Center Software can Balance Agent-assisted and Self-service Channels

NICE inContact

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick.

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The Serenova and Lifesize Merger Will Deliver High-Def Experiences for Contact Centers and the Most Successful Global Brands

Serenova

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

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2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Artificial Intelligence.

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Avaya Endgame?

Fonolo

Although revenue continued to grow, the debt resulting from that deal (and earlier commitments) proved too burdensome and they declared Chapter 11 bankruptcy in 2017. Optimize Your Self-Service Channels. In 2007, they were taken off the public market via a private equity deal. What’s Inside: . The Benefit of Call-Backs.

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How to Choose the Right Insurance Call Center for Your Niche

Outsource Consultants

Meanwhile, customer expectations keep risingfueled not just by competitors, but by tech giants like Amazon and Google entering the space, and redefining what effortless service looks like. From 2017 to 2022, insurers that led in CX outperformed laggards by 20% in life insurance and 65% in P&C , per McKinsey. Get specifics.