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Agent journey mapping: the secret to even better CX? - Netcall - Blog

Agent journey mapping: the secret to even better CX?

Customer Experience (CX) remains top of the priorities list for many contact centre leaders as organisations strive to stand out from the competition. Mapping customer journeys is a hot topic associated with improving CX. We’ve previously asked ‘Walk a mile in your customer's shoes, where does it take you?’ [link to blog.] But what if the opportunities to improve CX are closer to home? What about the insight you can gain from your contact centre’s agents during this process?

Agent journey mapping is an area that is often overlooked when considering customer experience. But, removing barriers to success for your agents is crucial if you want to provide superior customer service.

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Read our consultants’ top tips for reviewing your agent journey and things to look out for.

Information Overload

Customers who call your contact centre tend to be frustrated before they even reach your agents. Especially if your IVR isn’t up to scratch, but that’s a whole other issue.
If the agent then has to scrabble around for information while the customer waits, your CX will suffer.

Agents can become easily overloaded if they do not have a single connected view of information. And this can lead to inconsistent service. An agent who has been with you for 6 weeks should find the system as easy to use as someone who has been with you for 6 years. If they don’t the system is creating a barrier between them and the customer. Both suffer as a result.

Guiding agents without scripts

We’ve all experienced those phone calls to a contact centre where agents are overfamiliar, disinterested or too scripted. But have you ever thought what the agent goes through at that time? What systems they have to navigate through while still keeping the conversation going and ensuring their customer is happy.

You hire a contact centre agent because you feel they will do a great job. But getting tied up with difficult and distracting systems means that they are less able to allow their personality to shine through.

By offering simple and intuitive Agent Guidance, you free your agents up to be more ‘present’ in their phone calls. To actually listen to what customers talk about rather than just ‘padding’ the conversation until the systems catch up or they find the relevant info.

Look beyond the logistics

When embarking on process or journey mapping, don’t simply look at your technology or the logistics. You need to take into account the emotional and empathetic elements of the process.

Your customers don’t care about how your back office processes work. But they want to know where they are in the system. Automated updates are essential. But if the customer calls in the agent will need to be able to tell them the situation clearly and concisely. Customers who call in want reassurance. Agents need to be able to give that reassurance without battling the system.

Make sure you take into account wider communication channels such as social media, emails and website forms as well. These are vital in stitching together the true experience of both your agent and customer.

Time to get started

Not sure where to begin in mapping your agent journey? Our consultants give their top tips:

  • Simply sit with your agents and observe their processes. This can give you enough information to make a good start. But make it clear that they are not under scrutiny. This may give you false results
  • Assign two separate teams to look at the Agent Journey and the Customer Journey – this provides focus and clarity.
  • Assign a third team to look over the outcomes of the other two teams’ investigations
  • Then, elect representatives from all three teams to conduct a review and discuss moving the project forward.

To see how Eurotunnel approached their change project, listen to our recent webinar ‘5 steps to implementing successful contact centre transformation’

Gain a fresh perspective of your contact centre. Book your complimentary discovery session with Netcall’s consultants today.


Publish Date: April 18, 2017 5:00 AM

2021 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
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TactiCall Recruitment Services

TactiCall Recruitment Services
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Recruitment Consulting Services
Assessment Centre Design and Facilitation

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