What is customer journey management in a contact centre?

Customer journey management in a contact centre involves overseeing and optimising the entire customer experience, from initial contact to issue resolution and post-interaction follow-up. It includes customer journey mapping to understanding customer needs, ensuring consistency across channels (omnichannel), as well as personalised interactions that proactively engage customers. The ultimate goal of customer journey management is to provide a seamless and efficient customer experience that leads to satisfaction and loyalty.

Measurement and analytics, including KPIs like CSAT and NPS, help evaluate the success of customer journey management efforts.

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Contact Centre Glossary

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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