As consumers, our interactions with companies are changing rapidly. Voice, e-mail, chat, web, social media represent many ways to get in touch with businesses and brands, but there are still big differences in customers’ perceptions of service quality.

Voice represents approximately 70% of interactions and costs twice as much as other customer service channels. Other channels score lower in customer satisfaction, but still require high-cost agents. At the same time enterprises are facing pressure to lower their contact center costs, but are still expected to maintain high levels of customer satisfaction.

We’ve created the infographic below to give an overview of the changing landscape of how customer contact technologies can deliver a new customer experience. What do you think?

Eric