20% of Contact Centres Update Their Customer Journey Maps Monthly

According to our poll, one in five contact centres update their customer journey maps every month, with customer feedback.

This confirms the sharp rise of interest in customer journey mapping, with only 22% of contact centres either not updating their maps or not mapping their customer journey at all.

Poll – “How often do you update your customer journey maps?” – answers

• Monthly with Customer Feedback – 20%
• Every 6 Months – 14%
• Every Year – 17%
• Never – 22%
• Don’t Know – 27%

Source: Call Centre Helper Webinar: 10 Ways to Improve Customer Experience    Sample size – 186     Date: March 2017

Author: Jo Robinson
Reviewed by: Robyn Coppell