AWS Contact Center

Category: Best Practices

Optimize customer wait experience in queue using Amazon Connect

Long wait times in contact center queues are a key driver for customer frustration. They also increase costs to companies. Typically, the workforce management (WFM) teams forecast and adjust staffing to minimize the time a customer waits in queue before they can speak to a contact center agent. However, resource management is an optimization between […]

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Automate follow-up work with Amazon Connect Tasks and Contact Lens for Amazon Connect

At the end of an interaction with a customer, agents have to create follow-up work items with other teams in order to provide the best end to end customer experience. Some examples include customer requests to mail specific product or services brochures, mailing a physical copy of a maintenance contract the customer has agreed on […]

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