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

By Erica Marois | Date Published: October 15, 2015 - Last Updated August 22, 2018 | Comments

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, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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