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Mapping the Customer Experience Journey

  • Broadcast in Business



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How can an organization increase customer satisfaction by providing a positive experience and reducing the customer’s effort?  Is your organization thinking of, or looking into, more effective and less expensive says of interacting with customers?  If those questions sound impoirtant, you will want to listen to todays show and here is why and how to go about it:

The mapping experience will expose roadblocks, pain points, and can come up with a journey to provide the customer with a superior experience.  The exercise examines the customer experience at each point of interaction in the various communication channels to identify opportunities that can enhance the experience.  The objective is to leverage all channels of customer contact center interaction and to promote satisfying cross-channel experiences. 

Our guest and specialist for the show today, Amy Novack, has over 15 years of experience and has spent several years managing inbound and outbound service teams.

Prior to joining Benchmark she acted as Senior Manager of Call Center Operations, for a small to mid-sector outsourcing company.  She introduced lean Six Sigma methodology for call center process improvement and design, and implemented multi-channels within her center.  Amy’s focus on employees aided in driving results of consistency among staff, processes, and systems to enhance an effective and efficient customer experience. 

Amy attended Walsh College where she acquired her Bachelors of Business Administration in Management.