Coming back from a business trip this week, I realised 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, I thought early adopters would primarily be comprised of aggressive SMB organisations eager to adapt and adopt the latest new toys in the industry. Consider myself stunned that more than ever anticipated, early adopters have been largely comprised of big time Enterprise. And by that, we’re talking the biggest of the bigs – top 5 banks, top 5 insurers, top 5 financial service companies, top 5 retailers…..it’s truly been stunning.
When developing your business objectives and technology, a key component is evaluating the degree of automation offered by your technology platforms. Self-service and automated business processes often reduce costs while improving agent and customer productivity. Consider what you are doing to drive overall customer automation, expand the linkages between front-end and backend systems to streamline the agent experiences (CTI) , support your agents by empowering them to better service your customers (WFO) and most importantly, what systems do you have (and desire) to measure your centres performance (Reporting)? What do you need to add, enhance or revamp to deliver a better customer experience? By expanding automation technology across the contact centre you can also expand the areas to which the technology itself can bring value.