Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : Customer Journey Mapping in the Contact Center

#contactcenterworld, @BlueOceanTweets

Think back, for a moment, a time when you made a purchase of a product, service, or membership that has, for any number of reasons, caused you stress. Maybe the payment didn’t go through, maybe something was broken or malfunctioning, maybe it’s just not what you expected. Perhaps you check the troubleshooting manual or login to the website for FAQs. But in the end, you decide to make the dreaded call to customer service.

No matter what action you take, the point is that your journey as a customer started before you made that call. But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. That assumption is very often the catalyst in creating a less-than-satisfactory customer experience.

As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint. If we want to create a differentiated, effortless experience for the customer, it’s vital that we understand their journey – and that we understand it from their perspective.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Creating a Blueprint for Customer Experience

When we fail to realize that the customer journey starts before they pick up the phone, it’s easy to assume that the initial agent-customer interaction begins at a neutral starting point. But that’s simply not true. In many cases, the call is the second or third step a customer had to take (more if they were transferred through IVR or other agents first), which means the interaction begins at a negative starting point, and the agent must respond accordingly.

Customer journey mapping helps to ensure customer-centricity in every element of the contact center, from frontline interactions to the management of processes and procedures. The map will reveal key elements of the customer experience that impact decision-making and loyalty-building. It should also uncover any gaps in procedure that restrict an agent from delivering first call resolution. The resulting blueprint should provide highly actionable insight, leading management to simplify call flows, optimize processes, and empower their agents through more effective training.

Measuring, Training, and Coaching

Just as it’s easy to assume the customer journey begins with the customer service call, it’s equally easy to assume that everyone in the contact center is on the same page in regards to what customer experience actually means. The concept of customer experience may look different from one person to the next, from management to frontline agent, unless it’s first been defined. Communication is key. Sharing multiple perspectives is the only way to get closer to understanding the customer’s perspective.

Conceptualizing customer experience in a consistent manner across the contact center should be followed by establishing the most effective metrics. A customer journey mapping exercise should reveal the best way to measure customer experience in the context of each specific project.

Establishing those metrics are vital, because you can’t train on customer experience if you’re not measuring for it. It’s vital to understand how your KPIs align with the agent profile. If your main objective of the customer experience is brand loyalty, then new recruits need to have strong soft skills that align with the hiring profile. From there, they need to be comprehensively trained and continually coached to embody the client’s brand and culture. Employees need to be empowered to employ strategic problem-solving and decision-making while on the frontlines and they need to feel invested in the work they do, the client they support, and the customer’s the take care of. Side-by-side coaching is effective in both nurturing empowerment and refining decision-making skills while nurturing employee engagement. (The relationship between employee engagement, coaching, and customer experience warrants another blog post of its own. We don’t want to keep you here all day reading this one…)

Driving Process Improvement

Striving to understand how call flow and client processes impact the customer experience will give us insight into what needs to change. How often is a customer being transferred before they get a resolution? How many channels must a customer interact with before their problems are solved? Is there anything stopping a frontline agent from having the autonomy to deliver first call resolution? What are the client’s priorities and do those align with agent procedure?

It’s these types of questions that drive process improvement. There is, after all, a reason why humans are still doing this job, even in an age where technology could feasibly automate much of the contact center. It’s because data without a human perspective is just data. When we start probing and asking questions, then we can deliver the most transparent contact center reporting, turn concepts into action, and ensure we’re keeping the customers’ best interests at heart.

Customer Journey Mapping in the Contact Center

At the end of the day, we want to instill in our clients’ customers a sense of confidence in the support we’re delivering. We want to deliver an effortless experience, minimize channel switching, and make customers feel valued by the client’s brand. Customer journey mapping is the most effective strategy to achieve these goals.

#contactcenterworld, @BlueOceanTweets

About Susan Preiss:
As Vice President, Client Services, Susan Preiss has prime responsibility for process improvement throughout our operations. This is both an inward-looking role as a change agent for continuous improvement of internal operations and a client-facing role as we constantly strive to add value for our clients. Susan Preiss joined Blue Ocean in 2013 as project manager with responsibility for a team of more than 130 agents and specialists providing logistics support for the world leader in networking technology.

About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Wednesday, November 16, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


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.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =