Category: How-To

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality customer service. The methods used to route incoming contacts have a direct influence on these performance metrics. Amazon Connect makes it possible to route contacts based on objectives that are important to the business. Part 1 of this […]

Often contact center agents struggle to locate customer information that is stored in disparate locations. As a result they end up asking the customers to repeat their details, resulting in longer average handle times (AHT). These interactions, also need to be tracked along with detailed notes, next steps, and status of the issue at hand. […]

Michael Goligorsky, Sr. Solutions Architect, Amazon Connect As organizations increasingly compete on the basis of great customer experience, contact center performance has become a critical business focus. Contact centers rely on agents to provide great customer service with every interaction. Without productive agents, you risk losing your customers, reputation, and revenue. Given this, it is […]