AWS Contact Center

Category: Best Practices

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 […]

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 […]

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 […]

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 […]