How can you help your agents know what to do and when? Providing discrete next steps for agents based on current context (such as a lost order) can help increase agent productivity and improve customer satisfaction. In this session we will show how Amazon Connect step-by-step guides help agents through actions to resolve an issue, such as initiating a replacement order, based on customer history and context from call queues and IVR responses.
Speakers:
Elaine Mah - Solutions Architect, Amazon Connect, AWS
Chad Hendren - Principal Solutions Architect, AWS
