Call center experience, contact center solutions and Interactive Voice Response

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

How to use CSAT to improve call center experience. In addition, problems with first contact resolution may indicate a need for a policy examination—for example, in what situations a call gets transferred to a manager, or advanced technical support, or the sales team. Not sure where to begin?

Call Center

Call Center Metrics Average Handle Time Abandon rate

Overcoming common contact center challenges with generative AI and Amazon SageMaker Canvas

AWS Machine Learning

DECEMBER 21, 2023

The script obtained through generative AI is included in a document (such as TXT, HTML, or PDF), and added to a knowledge base that will guide contact center agents in their interactions with customers. For more information, refer to Amazon Connect Wisdom S3 Sync. The following diagram illustrates this architecture.

Contact Center

Contact Center Scripts Interactive Voice Response contact center solutions

Customer Contact Central

KPIs for call centers: 8 critical metrics to track

Overcoming common contact center challenges with generative AI and Amazon SageMaker Canvas

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