BizSugar.com › Customer Service › Why agent journey mapping matters in customer service

For sure, you’ve heard about customer journey mapping, but what about agent journey mapping?

The agent’s journey refers to the series of processes or steps that employees go through when delivering customer service or performing other tasks. It’s an area that’s often overlooked when companies assess the customer experience. Typically, call centers would only focus on the consumer’s journey. But this one-dimensional approach leaves a gaping hole in your overall business strategy.