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.
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.
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.
Please sign in to leave a comment. If you don't have an account you can register for free here.
Forgot username or password?