Tag: contact lens

Introduction Agents play a critical role in a company’s customer experience strategy. They are often the primary point of contact for customers when they have questions, concerns or complaints. The quality of customer service provided by agents can have a significant impact on customer satisfaction and loyalty. Moreover, agents are not identical and perform at […]

In the contact center world, agents frequently transfer calls, whether it is because the customer is routed to the incorrect department, or the customer’s situation requires an escalation. In some of these cases, the contact information collected by the first agent is not always available when a second agent or supervisor is talking to the […]

Today, Amazon Web Services (AWS) announced the general availability of Contact Lens, machine learning powered contact center analytics for Amazon Connect. Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at lower cost. With Contact Lens, supervisors and quality assurance managers can easily understand the sentiment, […]