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How to Transform Contact Centers into Profit Centers

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Delight your customers. Learn how: https://ap.pn/2JOFuxA

Traditionally, contact centers have been viewed as a cost center and a necessary expense to doing business. However, times are changing. Organizations have started to realize the immense value of the contact center in engaging with customers, improving customer experience—and contributing to the bottom line.

In the digital age, where it’s hard to stand out in the mind of customers, leveraging the front-line support that are having day-to-day interactions with customers is a golden opportunity. Strategic value can be achieved when the contact center effectively leverages technology that empowers their people, aligns processes, and delivers customer experience excellence.

Read on to learn about four trends transforming contact centers.

Learn about the Appian Intelligent Contact Center Platform: https://ap.pn/2JOFuxA

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How to Transform Contact Centers into Profit Centers

  1. 1. How to Transform Contact Centers into Profit Centers
  2. 2. The value of the Contact Center Organizations have started to realize the immense value of the contact center in engaging with customers, improving customer experience — and contributing to the bottom line.
  3. 3. How to Achieve Strategic Value Strategic value can be achieved when the contact center effectively leverages technology that empowers their people, aligns processes, and delivers customer experience excellence.
  4. 4. 4 Trends Pivoting the Contact Center into a Revenue Generation Hub: 1. Co-locating engagement centers back onshore. 2. Technology advancements that empower agents and customers alike. 3. Customer experience (CX) is the #1 business priority. 4. Leveraging the goldmine of contact center data.
  5. 5. 1. Co-locating engagement centers back onshore The need for seamless engagement, a renewed focus on customer satisfaction, and increased compliance is prompting organizations to bring their contact center operations closer to the customer.
  6. 6. 2. Technology advancements that empower agents and customers alike Organizations are turning to technology that streamlines, automates, and intelligently guides the agent decision cycle, so agents can proactively advise customers, personalize offers, and drive revenue.
  7. 7. 3. Customer experience (CX) is the #1 business priority Improved CX leads to long-term customer loyalty, improved satisfaction, and likelihood for customers to purchase more, which ultimately drives profit.
  8. 8. 4. Leveraging the goldmine of contact center data Organizations that can harness these insights and share them across various departments will drive continuous improvements, innovation, and long-term growth that leads to distinct competitive advantages and added revenue.
  9. 9. About Appian Appian runs a business process management cloud platform that helps companies optimize their operations. facebook.com/AppianCorporation linkedin.com/appian-Corporation www.appian.com instagram.com/appiancorp youtube.com/appian twitter.com/appian

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