AWS Contact Center
Tag: Contact Center Metrics
Scale and optimize staffing based on performance objectives in Amazon Connect (part 3)
Contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality of customer service. The methods 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. Part 1 of […]
Routing contacts based on performance objectives in Amazon Connect: Agent Occupancy (part 2)
Enterprise contact centers have performance objectives (service levels, agent occupancy, average speed to answer) to ensure a high-quality customer service. The methods 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. Part 1 of this […]