Archived Content

37% of Contact Centres Have Never Mapped the Journey of Their Customers

Published On: 1st Oct 2015 10:10 - Modified: 23rd Sep 2019

Over a third of contact centres have never mapped their customers’ journey, with additional 12% of our respondants admitting it had been over five years since they had last done so.

Poll – When did you last do Customer Journey Mapping? – answers

Past Week – 18%
Past Month – 17%
Past Year – 17%
Past 5 Years – 12%
Never – 37%

Source: Call Centre Helper Webinar:Ways to Improve Customer Satisfaction Sample size – 127 Date: May 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn