Journey mapping in the contact centre and the role of predictive engagement 

Your customers are empowered by an endless number of online options, digital channels and easy access to information. This digital disruption is shifting business focus from traditional communication techniques to dynamic engagement across all channels.

Journey mapping looks at customer interactions across all touch-points and empowers your agents with the complete customer context needed to drive more personalised customer experiences, build deeper relationships, increase revenue and improve lifetime value.

Download the ebook to learn:

• How journey maps drive customer-centric processes for multichannel customer engagement
• How leading vendors design and orchestrate proactive and personalised customer journeys
• How a journey-focused approach optimises your agent and customer experiences