AWS Contact Center

Category: Best Practices

Amazon Connect – Best practices for running outbound campaigns

Many contact center managers want to proactively reach out to more customers by leveraging high-volume voice, SMS and email capabilities to keep them engaged, informed, and on schedule for appointments, bill payments, or other events and activities. The vast majority of these communications are phone calls, and in many contact centers, agents make the calls […]

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Routing contacts based on performance objectives in Amazon Connect: Service level (part 1)

Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to deliver a high-quality customer service experience. The strategies 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. This is […]

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Eyewitness to history: Watching as the cloud transforms customer experience

A contact center solution and a contact center career, on parallel trajectories Today, customer experience (CX) is the fate of the business. In a more virtual world where customers and sellers interact less often in person, the contact center is the CX. The cloud has driven a dual paradigm shift, elevating not only what customers […]

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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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