Here is an idea to help you review and improve the customer journey.
Every month, gather your entire team together to discuss what could have been done better.
A good starting point for these discussions is to look at issues which have escalated. Alternatively, you can ask agents to put forward calls where they feel there was some weakness in the customer journey.
You can then discuss together what could have been done better.
To really get the most out of these sessions, the team should be encouraged to draw on best practice, personal experience and competitor activity.