AWS Contact Center
Author: Herbert Guerrero
Herbert Guerrero is a Proserv Consultant at Amazon Web Services, where he is focused on streamlining Contact Centers using Amazon Connect along with other ancillary services. He loves working with customers to establish attainable strategies and build scalable Contact Center solutions.
Manage cancelled callback to reduce agent handle time with Amazon Connect
Callback mechanisms play a crucial role in modern contact centers as they allow callers to reserve their position in the queue without having to remain on hold. This not only enhances customer service by reducing wait times but also optimizes telephony costs and agent utilization. When a callback is requested by a caller, it remains […]