Chat with us, powered by LiveChat #ICMIchat Recap: How Can Mystery Shopping Improve the Cutsomer Experience?

ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Advertisement

#ICMIchat Recap: How Can Mystery Shopping Improve the Cutsomer Experience?

Have you ever called your contact center to hear what your customers experience? If not, stop what you're doing right now and pick up the phone.

Mystery shopping isn't just for retail. The concept can be applied to every industry, and the insight it gleans for the contact center can have a huge impact on the customer experience.

We spent an hour this week chatting about the all the benefits of mystery shopping, as well as the best methods and approaches.  Read the recap below to discover how other contact centers are leveraging mystery shopping for customer journey mapping, agent training, and more.

We won't be hosting #ICMIchat on October 20th, but you can follow all the live updates from Contact Center Demo and Conference at our official event hashtag: #CCdemo15.  We'll be back on October 27th with host @NealTopf.  Topic: Should you stop trying to delight your customers?