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Key number 6 involves understanding a customer’s CSAT or NPS for key interactions. This could involve each and every interaction or just select interactions that are part of the larger journey.

How will COVID-19 change the call center space right now and long-term? Will it make a lasting impact as companies better prepare themselves for any potential crisis in the future?

For 2020 and beyond, we foresee expanded omnichannel conversations that are more contextual in nature with lower effort. Similar to context marketing, which accounts for your location, device, or other criteria, contextual omnichannel CX can offer a more defined framework to strengthen customer relationships.

There is a new emerging channel that industry analysts predict will quickly surpass web chat and eventually become the most used, and most effortless channel: asynchronous messaging.

A remote workforce has many benefits outside of being safer during a pandemic. Call center agents benefit from working from home by having more flexible work hours, no dress code, and no commute. Studies also show that at-home workers are not only happier and less likely to quit but also more productive. As long as work from home agents are provided with the technology and tools needed to perform their job seamlessly at home, CSAT and other call center KPIs will improve.

As we turn the page to a new decade, a vision for the future of CX emerges. Looking back at the past year, CX scores

Start with your customer and what they want using an outside-in approach to create great customer journeys, and then implement customer-centric business rules. Doing so will give you omnichannel that’s as seamless and effortless as it is personal and natural for customers.

Through natural language processing (NLP) and machine learning, chatbots can navigate solving the issue while maintaining a personalized relationship learned through previous responses. This allows for immediate customer satisfaction and a stronger customer relationship. 

Why omnichannel? The answer is simple. You want to make it as convenient as possible for your customers to connect with you. When they need