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Contact Centre Customer Journey Mapping

What is contact centre customer journey mapping?

Customer journey mapping helps contact centres gain a comprehensive understanding of the paths customers take when seeking assistance. This includes phone calls, live chats, email enquiries, social media and self-service options.

Customer journey mapping involves creating a detailed timeline or diagram that outlines every touchpoint and interaction a customer encounters, from the initial point of contact to the final resolution of their needs. 


Benefits of customer journey mapping in a Contact Centre


Identifying Customer Pain Points

Mapping out the customer journey allows you to identify pain points and areas where customers may encounter difficulties or delays. This information is invaluable for making improvements to streamline the customer experience.

Optimising Channel Integration

Contact centres can use journey maps to ensure that different communication channels are integrated effectively. This means that customers can switch between channels (e.g., from chat to a phone call) seamlessly without losing context. Omnichannel contact centres alleviate this.


Journey maps can highlight opportunities for personalisation. By understanding a customer’s journey, agents can tailor their responses and support to individual needs and preferences.

Proactive Engagement

By identifying key touchpoints in the customer journey, contact centres can proactively engage with customers. 

Performance Metrics

Customer journey maps can help define specific metrics and KPIs for different stages of the journey. This enables contact centres to measure their performance and success at each point.

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How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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