Customer Journey Mapping for the Contact Center
Frontline contact center agents hear the “voice of the customer” on a daily basis. They are often the first to monitor trends, absorb sentiment, reflect friction, and feel successes. That’s what makes customer journey mapping for the contact center such a critical business initiative. When you can get a 360 degree view of every interaction that includes structured and unstructured data in the contact center, you can drive CX impact that changes the game.
Customer journey based VOC technology can help you compile and compare feedback across touchpoints and channels, rather than digging through silos of disconnected data. By also folding in unstructured comments and applying speech to text analytics, along with operational data, you gain a more complete view of what customers think and feel. This consolidated view reduces business blind spots and customer experience friction.
Get a Holistic View of the Omnichannel Service Experience with Customer Journey Mapping That Includes the Contact Center
- Identify key moments of truth and points of pain within the ‘micro’ customer journey, before and after customer service interactions.
- Establish critical feedback processes and value drivers beyond merely resolving issues.
Learn more about how consulting services can help with contact center integration.
Still Guessing What’s in Between All of Those Disconnected Data Points?
Different types of data tell a different part of the whole customer story. With a holistic VOC program that is integrated with the contact center, your customer feedback collection is seamless and omnichannel – from the start.
NICE Satmetrix holistic VOC brings together CX and contact center leaders to collaborate and compete to win in the experience economy. Unlock the value of customer experience data and insights – across the holistic customer journey – and transform experiences to proactively enrich relationships.
Break Down Feedback Silos
Role-specific insights, real-time alerts, and go-anywhere views enable and encourage a customer-centric culture.
Get the Whole CX Story
Beyond surveys – integrated, unified views of direct and indirect feedback along with operational data empower a complete picture of what customers think, feel, and do.
Turn Feedback Into Action
Holistic listening, comprehensive analysis, and outcome-oriented action guides help to close the loop on customer issues and drive change.
Connect the Dots
with Insights and Analysis, Correlated Across Channels
A holistic VOC can bridge the gaps in customer service, but it can also break down inter departmental silos that limit CX impact. Build trust from the contact center and beyond, through an insights ecosystem that unites the organization around customer centricity.
NICE Satmetrix holistic VOC solution provides a comprehensive view of customers throughout their buyer journeys, including and beyond the contact center touchpoint. Customer journey mapping for the contact center gets a boost from CX experts that guide transformation efforts, advancing planning, program design, and execution.
NICE Satmetrix is also integrated with CXone, the world’s leading CCaaS solution, and powers CX professionals to lead enterprise-wide growth strategies that deliver bottom-line results.
Close the Loop on Customer Issues and Drive Strategic Change
with the only complete and integrated holistic VOC solution, driving performance outcomes from the contact center, and beyond.