AWS Contact Center Day - April 26, 2023
Join us for AWS Contact Center Day, a free online event where you'll learn how Amazon Connect can help you redefine what great customer service means. Walk away with the tools you need to provide faster issue resolution and improved customer and agent satisfaction, and learn how to improve operations, scalability, and user experience quickly and efficiently.
20:25How we've delivered better CX outcomes
Learn how to get started, harness the power of the cloud, and innovate continuously with Amazon Connect.
9:45The State of Customer Service and CX
Follow Shep Hyken, Customer Experience Expert, as he walks through his top 10 findings from his ACA Study.
Amazon Connect Resources
Amazon Connect is an easy to use omnichannel cloud contact center that helps you provide superior customer service at a lower cost.
29:47Optimize Your Contact Center and Workforce with Actionable Insights
Learn how managers can optimize agent productivity with ML-powered automation for workforce forecasting, capacity planning, and scheduling.
29:04Analyst insights Customer service trends & predictions for 2023 and beyond
Hear Max Ball, Principal Analyst at Forrester, share the latest customer service trends for 2023.
26:01Operational Excellence A culture of innovation
Listen in as an Amazon leader shares Amazon's culture of innovation and provides perspective on obsessing over customers and letting data lead the way.
16:46Partnering up Crafting a magical customer experience in mere days
Learn how to create magical omnichannel customer experiences (in mere days) that delight your customers and unlock hidden efficiency and cost savings in your business.
18:55Raise the bar on quality management and improve agent performance with ML AI powered automation
Learn how to use conversational analytics for automatic scoring to reduce bias and streamline the agent evaluation process.
11:47Personalize customer service with an omnichannel approach
Learn how to personalize every touchpoint, optimize your customer engagement strategy with channels like SMS and outbound campaigns, and reduce costs by offering the right channel at the right time.
12:34Increase agent productivity with guided workflows
In this session we will show how Amazon Connect step-by-step guides help agents through actions to resolve issues.
18:53Learn how a leading freight brokerage automated their contact center with the help of AWS partner Sc
In this session, learn how a leading freight brokerage leveraged Amazon Connect and its integration with AWS partner ScaleCapacity to implement a self-service solution.
22:46AWS Contact Center Days Day One - Growth is a thinking game The experience advantage
26:19AWS Contact Center Days Day One - Analyst insights - Reinventing the future of the contact center
19:24AWS Contact Center Days Day One - Amazon Connect in the real world How we built this
20:37AWS Contact Center Days Day One - A day in the life with a cloud contact center visionary
