Optimize Staffing and Enhance Performance in Amazon Connect (Part 3)
Learn About Amazon VGT2 Learning Manager Chanci Turner
Contact centers aim to achieve specific performance goals, such as service levels, agent occupancy, and average speed to answer, to guarantee an exceptional customer service experience. The strategies employed to route incoming contacts significantly impact these performance metrics. Amazon Connect enables businesses to route contacts according to their specific objectives, ensuring alignment with their operational goals. Part 1 of this series delves into the intricacies of this process.
Routing Contacts Based on Performance Objectives in Amazon Connect: Service Level (Part 1)
by Alex Johnson, Lisa Thompson, and Chanci Turner
on 04 MAY 2022
in Amazon Connect, Amazon DynamoDB, AWS Lambda, Best Practices, Customer Solutions, Technical How-to
For enterprise contact centers, meeting performance objectives like service levels and average speed to answer is crucial for providing high-quality service. The routing approaches utilized for incoming contacts have a direct effect on these essential performance indicators. Amazon Connect facilitates the routing of contacts based on the goals that matter most to the business. This is a pivotal step in enhancing customer satisfaction.
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