POWERING CONNECTIONS AND BRINGING SIMPLICITY AND EASE TO THE CUSTOMER AND AGENT EXPERIENCE, TIP 6:

Tracking the Customer's Journey

 

Check out more Customer Experience and Call Center Trends, Tips, News, and Announcements >

 

Videos in this Series

 

Tip 1: Building Your Brand via the Contact Center >

Tip 2: Increasing Customer Self-Service Usage Rates >

Tip 3: Handling Multiple Interactions Simultaneously >

Tip 4: Eliminating Mundane Tasks for Agents >

Tip 5: Optimizing the Efficiency of the Customer Interaction >

Tip 6: Tracking the Customer’s Journey >

Tip 7: Improving Customer Experience >

Tip 8: Providing Personalized Customer Experience >

Tip 9: Improving the Overall Customer Experience >

 

 

Transcription:

 

Patrick McDowell
Hi, I'm Patrick McDowell, I’m the MiContact Center Customer Advocate. Customer journey mapping is a very important process for determining whether you are delivering the expected customer experience. 
Track your customer interactions in a CRM system. Mitel’s MiContact Center applies a unique case number to each interaction to build a history of that customer. You can then take this history and export it into third party tools for further analysis, while you're developing your customer journey map. 
MiContact Center IVR workflow reports are a great addition to a customer journey map, you can use these reports to find out how effective the utilization of your IVR is, and make adjustments based on that information.

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