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
Published On: 1st Oct 2015 - Last modified: 23rd Sep 2019
Read more about - Archived Content
