AWS Contact Center

Tag: tasks

Create action item reminders with Amazon Connect Tasks and Contact Lens for Amazon Connect

Contact center agents are frequently asked to document customer conversations by logging the interaction reason (or the issue), the outcome of the call, and in many cases, and follow-up action items. The data collection is essential for tracking the customer satisfaction and agent performance, but it takes a toll on the agent average handling time […]

Easily prioritize, assign, track, and automate contact center agent work with Amazon Connect Tasks

Nearly half of an agent’s time is spent away from customer calls and chats on tasks in external applications like CRMs or business-specific solutions. Often, companies assign these tasks to agents in a variety of ways, including verbal instructions, emails, and notes in the external applications. This makes it difficult to follow, track, and measure […]