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 Stioui has nearly 20 years experience in the contact center industry, including management, delivery and leadership roles. At the beginning of his career in 1988, he developed one of the very first CTI solutions in Europe, for one of the largest contact centers at that time. Until just recently, Eric headed the International Presales Contact Center Team, which provided global customer contact solutions across four regions.