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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?
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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