If this past year has highlighted anything, it’s the importance of maintaining our most precious personal connections. With our routines and social calendars interminably uprooted, and social distancing quite literally keeping our friends at arm’s length, we’ve had no choice but to adapt. Maybe we scheduled a weekly video call to catch up, started a new group text or turned our old board game night into an online movie night.

Whatever it took, we’ve found a way to stay connected — because friendships don’t maintain themselves. Without continually re-establishing our presence and interest in each other’s lives, we drift apart. We understand less and less about each other’s experiences, and weakened understanding means weakened trust.

What’s true for our friends is just as true for our customers.

We kicked off a mini-series on contact center “must-haves” last week with a discussion of how to evolve from process-focused omnichannel toward a more customer-centric channelless approach. This week is all about how we can springboard from that approach to build deeper, longer-lasting connections with our customers, thus increasing customer lifetime value (CLV) and boosting the business’ bottom line.

So ask yourself: Is your contact center finding ways to understand your customer’s needs? Are you staying present and connected in their life, not too much, but just enough to make sure they know that you’ll be there for them when they need you? Or are you one bad phone call or text away from drifting apart?

Tune in to more videos on connecting with customers in the contact center:
Understanding Your Call Center Customers Through AI -    • Understanding Your Call Center Custom...  

The Impact of Great First Impressions in the Call Center -    • The Impact of Great First Impressions...  

Accelerating CX in Your Contact Center -    • Accelerating CX in Your Contact Center  

Learn more about CxEngage - The Human-centric Contact Center - https://www.lifesize.com/cxengage​​