Tag: #contactcenter

Introduction Organizations often struggle to gain a complete view of their agents’ performance. This is due to the large volume of interactions and the various channels through which they communicate with customers. Additionally, filtering relevant data points for performance analysis can be a difficult task. Fortunately, Contact Lens for HAQM Connect offers agent performance evaluation […]

Introduction Contact center managers are always looking for ways to reduce the time callers spend in a queue waiting for available agents. Providing a callback option significantly improves the customer experience and optimizes the operational costs of your contact center. Callback capabilities are offered natively with HAQM Connect. Callers leave their phone number so the […]

Introduction To get the most advanced analytics benefits, organizations need a robust platform and a cost-effective solution to run a thriving contact center. This is achieved by building a data lake on HAQM Simple Storage Service (S3). HAQM Connect Data Lake Best Practices whitepaper lays out the various data sources within HAQM Connect, and steps […]

Note: This is the third blog in the HAQM Connect reporting blog series. If you haven’t read “Analyze HAQM Connect Contact Trace Record with HAQM Athena and HAQM QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Organization that offer web chat as a communication channel strive to get insights into their customers’ […]

Note: This is the second blog in the HAQM Connect reporting blog series. If you haven’t read “Analyze HAQM Connect Contact Trace Record with HAQM Athena and HAQM QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the capability to improve the efficiency of their contact center’s quality analysis process. […]