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

1. How to Transform Contact
Centers into Profit Centers

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. 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 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. 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. 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. 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. 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. About Appian
Appian runs a business process
management cloud platform that
helps companies optimize their
operations.
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