Category: Learning Levels

Introduction Financial services institutions (FSIs) operate contact centers that serve diverse lines of business, including retail banking, credit cards, wealth management, insurance claims, and more. Each line of business has its own workflows, compliance requirements, terminology, and escalation paths. Today, most organizations address this complexity by building separate IVR flows for each client or business […]

Introduction Proactive outbound campaigns can transform how Business Process Outsourcing (BPO) operations handle agent schedule tracking. Managing Contact Centre agent schedules across diverse locations, time zones, and contact center platforms is a persistent challenge. By some estimates, supervisors spend up to 20% of their time tracking schedules and sending shift reminders, while agents struggle with […]

Introduction Artificial intelligence (AI) Agents, Prompts, and Guardrails give contact centers extensive control over how generative AI engages customers and supports human agents. Built into the next generation of Amazon Connect Customer, these three features let you select the right large language model (LLM) for each task and configure how it behaves within your contact […]

Your Amazon Connect Customer contact center measures customer satisfaction (CSAT), but CSAT doesn’t predict whether customers will stay. Research suggests high-effort service interactions are the strongest driver of customer disloyalty. Customer Effort Score (CES) measures how easy it was to get an issue resolved — the strongest predictor of loyalty and churn. Most organizations lack […]

The self-service experience your customers deserve — and how to build it  Mateo Jackson runs customer experience at AnyCompany Internet, and for two quarters his team has watched the same pattern. A customer explains the problem to a bot that cannot help, repeats it to a second one, then waits on hold for a person […]

Learn how to build an automated evaluation pipeline for Amazon Connect AI Agents using DeepEval and Amazon Bedrock to meet Model Risk Management requirements. When you deploy an Amazon Connect Customer AI Agent that manages account operations and routes service requests, it becomes a model subject to formal governance. Before deploying any model that influences […]

Only about 5% of AI initiatives successfully ship to production at scale. At Amazon, we’ve learned firsthand what separates that 5% from the rest. In this post, we share a tactical playbook for moving your AI pilot into production while keeping your customer and agent experience completely intact. Many organizations excel at launching initial artificial […]

If you are running outbound campaigns or making manual outbound calls, agent time can be occupied leaving standard or customised messages on calls answered by voicemail systems. This presents two challenges that impact contact center operations: Loss in Agent Productivity – when agents must wait for voicemail systems to complete their greetings and manually leave […]

Capita is a leading provider of customer experience services for UK public sector organizations and the UK’s first AI enabled Business Process Outsourcer (BPO). Every year, Capita helps a large local council support contacts from 1.6 million residents seeking support for essential services, such as highway maintenance to social care and waste management. The limitations […]

Introduction  Contact center leaders face an increasingly complex challenge: customers expect instant, personalized service across every channel, while human agents juggle multiple systems, knowledge bases, and workflows to resolve issues. Traditional approaches – building custom integrations for each system, training agents on dozens of applications, and manually updating customer records – are time-consuming, expensive, and […]