Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements! One of the first issues that we noted was that the standard Contact Control Panel or CCP, which is basically a WebRTC soft phone client, though very useful has many opportunities for improving the Agent experience. The list of request features is growing and as a result, we have taken on the development of a customizable AWS Connect Agent Dashboard!
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Setting up options for Callers waiting in Queue for “the next available representative” often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time before offering this option. They have already called in and you have answered the call, so let them wait a few minutes before offering bail out options.
One of the most common errors in call center call flow planning is allowing a customer caller to queue for an Agent when no agents are logged in!
Considering the build out of an AWS Connect Call Center? You should be! This cloud based, self service solution has significant competitive advantages over the existing mountain of virtual call center providers. Some of these advantages are clear an unambiguous:
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