When managing your contact center, call quality has a significant impact on the customer experience. If your agents take calls on Amazon Connect using the softphone over the internet, the audio quality is typically high. However, changes in networking conditions can result in varying audio quality from factors such as increased latency or packet loss.
By capturing and storing real-time call metrics, you can proactively monitor call quality. In this blog, we describe a solution which captures real-time metrics from the Amazon Connect softphone, creates easily understandable dashboards from the metrics, and makes this data searchable for further analysis.
The dashboards give your contact center supervisors and operators insights into the customer experience from both a business and operational lens. They can help you answer questions like how many calls are abnormally short, how many calls experience poor audio quality, and other common operational questions. This allows your business to take actions to improve the customer experience.Read More
At the outset of 2021, businesses and customers looked forward to returning to ‘normal’ business operations and customer interactions. For contact center leaders, anticipating and responding to ever-changing customer needs remains a top business priority. Along with continuous change, continuous innovation has also become the norm – thanks in a big way to cloud-driven digital […]Read More
Contact center agents often encounter questions from customers that require them to reference knowledge documents such as frequently asked questions (FAQs), wikis, product manuals, and how-to guides. Many contact centers use knowledge management systems and document repositories that are siloed and not well-integrated with the applications that contact center agents use when interacting with customers. […]Read More
Amazon Connect, an easy to use contact center service, allows contact center managers to build contact flows in a single user interface. Typically, contact centers have more than one contact flow that serve a number of different purposes. However, there are often cases in which certain aspects of one contact flow must be replicated in […]Read More
Contact centers are commonly seen as cost centers—and have evolved over the last few years into multichannel customer service platforms that also drive service and sales. Organizations try to optimize the costs of running contact centers down to fractions of percentage points. The largest expense is usually human cost, a blend of employee salaries and […]Read More
Did you know that chat adoption in customer experience (CX) programs grew by 209% between 2012 and 2020? Aberdeen’s January 2012 CX study shows that only 33% of firms were using chat in their CX programs as of 2012. According to Aberdeen’s 2020 CX survey, that has increased to 69% of all organizations — more […]Read More
Customer trust depends on the ability to consistently prove to your customers that they can rely on your brand, products, and people. Every engagement with your customers is a chance to build or break trust. That journey is a bumpy road. So, how do you build customer trust and ensure that it withstands time? After […]Read More
While on a call, contact center agents often switch between multiple applications to search for the information they need to solve customer issues. This can mean toggling between up to 10 different applications, from their custom agent application to Customer Relationship Management (CRM). To address this problem, some companies invest in complex integrations that stitch […]Read More
Amazon Connect Chat enables you to provide customer support through web and mobile chat. Since chat is asynchronous, your customers are able to respond at their own pace, just as they would when texting with a friend. Now, through the Amazon Connect Chat integration for Apple Business Chat, you can deliver that same convenient and […]Read More
In a scenario when customers contact a business, understanding their journey before they reach the contact center can immensely help in delivering a personalized self-service and agent experience. Data such as their past hold times, customer sentiment or recent business transactions can go a long way in providing effective customer resolution and improving customer satisfaction […]Read More