#ICMIchat Recap: Mapping the Customer Journey
Empowering contact center excellence for 30 years!

#ICMIchat Recap: Mapping the Customer Journey

Customers today want the option to contact you in their channel of choice, at their preferred time, and without hassle. Keeping up with the pace and demand can feel daunting, but taking time to map the customer journey offers an opportunity for more strategic customer care.

Does your contact center map the customer journey? Our #ICMIchat community has some advice to share! Whether you're just getting started, or you've been journey mapping for years, check out the recap below for advice your center can use to improve the customer experience. Special thanks to our guest host Corvisa for sharing their insight with the community!

Join us again next week (Tuesday, 1pm EST) as we chat about mystery shopping. Just use and follow #ICMIchat to participate.



Topics: Customer Experience

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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