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

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