The contact center. At one time in the not-so-distant past, organizations thought of them as a necessary cost of doing business. Large call centers of agents endlessly answering calls, dealing with often unhappy customers, sapping away the bottom line. However, smart organizations are changing their attitudes and moving their contact centers from cost centers to profit centers, and more importantly, to customer engagement centers.
To switch that mindset, there needs to be a fundamental change not only in the way organizations think about the contact center, but also in the technology leveraged to make Customer Experience (CX) the central focus in every facet of engagement. Forrester recently stated that "the revenue impact of a 1-point improvement in CX Index scores can help a company increase revenue by $175 million annually." That's a major impact to any business, and that impact starts inside the contact center.
Revenue isn't the only metric that organizations should consider, however. Contact centers have a direct impact on Customer Lifetime Value and Risk Reduction as well. A technology platform that helps organizations improve those metrics while streamlining, automating, and engaging both agents and customers offers a strategic advantage that forward thinking contact centers are already taking advantage of.
So, where do you start? Check out the infographic below to learn more about how to drive business impact with a next generation contact center. There's great information and stats on key metrics and how your contact center can help improve them. You can also learn more about the Appian Intelligent Contact Centerô Platform and see how you can empower your agents and put customer experience at the heart of your contact center.
Want to learn more? Read the eBook "How to Drive Business Impact with Next Generation Contact Centers".
Michael Rahm
Product Marketing Manager
