Posts Tagged ‘Call Center’

When customers have a problem, call center agents are the front line of defense. In addition to using the right technology to enable them for success, make sure you have the right team to start with. Here are three ways you can create a successful support team that will service your customers with grace and […]

Whether its online, in-store, or multichannel, customer experience (CX) is a key differentiator for businesses. Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer […]

How customers engage and interact with brands is becoming the biggest focus for those who want to stay ahead of their competition in 2019 and beyond. If you’re in a crowded marketplace and your prices are competitive, what more can you really offer? A better customer experience. It’s become paramount. When it comes to making a […]

Amazon is continuing to release new features for Amazon Connect at a rapid clip. In this blog post I will take a deeper look at a new change to the contact flow configuration page that can make integrating with Lambda significantly easier. I will also detail some of the downsides you should be aware of […]

In a previous blog post we looked at the steps necessary to set up a custom agent console. We walked through uploading a page to S3 and configuring a CloudFront distribution which can be whitelisted and then used with Amazon Connect. To keep things simple we didn’t dive into CloudFront settings, many of which can […]

Hello, 1980 called, they want their Voicemail back… In the 70s we started using Voicemail in the work place, it gained momentum and reached popularity in the 80s but by 2012 it was in decline. (Information found on Google!) While businesses grow and evolve; they find more effective ways to communicate in the moment and […]

In a previous blog post we covered the steps necessary to host a static website within AWS, more specifically how to deploy a custom agent console that can load in contact attributes. Today we will look at how we can use the Connect API to enhance this custom agent console with live data from the […]

Millennials have become the largest group of consumers in the United States. And organizations should take note. This shift has introduced the consumer market with a generation of people who are more digitally connected and more demanding than ever. Consumers expect an unprecedented level of 24x7x365 customer service and many enterprises are failing to meet […]

In a previous blog post we covered the basics of how Amazon Connect can use Lex bots to collect details from the caller and fulfill a simple task such as sending an e-mail or a text message.  By using a Lambda function within the fulfillment code hook of a bot we can trigger pretty much […]

If your call center is still relying on an interactive voice response (IVR) system, then you may not be delivering the customer service your consumers expect (Millennials in particular). Customers are becoming more digitally connected than ever. And with this hyper-connectivity comes their demand for unprecedented levels of 24x7x365 customer service. Customers want to engage […]

While not directly related to core Amazon Connect functionality, there are many reasons to familiarize yourself with how to host your own static website in AWS. Creating a basic website your supervisors can use to check the holiday calendar set up via Lambda and DynamoDB or hosting your custom agent console are just two examples […]

One of the most powerful features available within Amazon Connect is the visual contact flow editor. Within Amazon Connect contact flows are not just used for interactive menus, they allow supervisors to dynamically update the settings for each call entering the system and make sure callers hear personalized and relevant options. This is an area […]