Tag: Contact Centre

In this post, we take a look at how you can expand on the built-in reporting within Amazon Connect and use the wider AWS Ecosystem to bring real-time connect data into your existing Kibana dashboards. Amazon Connect provides out-of-the-box metrics and reporting that can generate real-time and historical metric reports to monitor efficiency and utilisation, agent performance, […]

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customer service

Coming back from a business trip this week, I realized it had been more than a year since our partnership with Amazon and the Connect team started.  It’s incredible how much has transpired in a year and absolutely stunning the amount of welcome and reception that the platform has received from the marketplace.  At launch, […]

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A long, long time ago…ok, maybe not that long ago, the only thing you expected from contact centre agents was for them to provide quick solutions to pressing issues. But thanks to this fourth industrial revolution we’re having and new technology solutions, customers expect a digital experience when they contact support for assistance. And whether you gamble […]

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It’s that time of year when baseball seems to take over every television for 7 nights of the week -if each team is lucky. The World Series is one of the most watched events of the year and this year is no different with both the Dodgers and Astros fighting for the pennant. But why […]

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