Contact Centre Research

20% of Contact Centres Update Their Customer Journey Maps Monthly

Published On: 21st Apr 2017 08:00

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

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

20% of Contact Centres Update Their Customer Journey Maps Monthly

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