20% of Contact Centres Update Their Customer Journey Maps Monthly

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According to our poll, one in five contact centres update their customer journey maps every month, with customer feedback.

This confirms the sharp rise of interest in customer journey mapping, with only 22% of contact centres either not updating their maps or not mapping their customer journey at all.

Poll – “How often do you update your customer journey maps?” – answers

Monthly with Customer Feedback – 20%
Every 6 Months – 14%
Every Year – 17%
Never – 22%
Don’t Know – 27%

Source: Call Centre Helper Webinar: 10 Ways to Improve Customer Experience Sample size – 186 Date: March 2017

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

20% of Contact Centres Update Their Customer Journey Maps Monthly

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