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How Amazon Connect Improves Agent Productivity
Despite the disadvantages, an overwhelming majority of organizations still lean on reactive customer service models, rather than proactive service models. In fact, research from Gartner suggests that a mere 13% of customers receive proactive service.
When customers move from chat sessions or self-service tools to a live agent and that agent has no context, the experience suffers. With customer experience edging out price and product as a brand’s most important differentiator, the limitations of reactive customer service hurt business.
For decision makers wondering how to improve customer experience and satisfaction, proactive customer service is essential. Under a proactive service model, agents are armed with all the information necessary to deliver fast, high-quality service; in some cases, they may even reach out before the customer has a problem. Healthcare organizations, as an example, offer proactive service when they remind patients of upcoming appointments, as do utility companies when they warn customers of impending weather events to ensure they’re well-prepared for any inconvenience.
Improving the customer experience is critical, but proactive service has another important benefit: It can catapult contact center agent productivity. Agents delivering proactive service are equipped to deal with customer issues, resulting in fewer transfers and less repetitive questions.
Amazon Connect, the cloud contact center platform from AWS, and USAN Contact Suite, native applications that extend the functionality of Amazon Connect, are designed with proactive service in mind. Following are six ways these solutions bolster proactive service, overcome challenges faced by contact center agents, and increase agent productivity:
When calls are routed to only a general queue, an agent with shipping expertise might receive a call about a warranty. A good agent will still be able to handle the call, but it will be more challenging and will therefore take longer to meet the customer’s needs. With skills-based routing under a proactive service model, calls are directed to the right agent with the right specializations, setting them up for success from the beginning.
To maximize productivity and provide quality proactive service, Agent Desktop provides a complete view of a customer’s interaction history. Without this information, agents have no choice but to start at square one in their efforts to diagnose problems and offer solutions. This repetition is frustrating for the customer and hamstrings agent productivity while increasing the overall cost of customer service.
Instead of having customers answer a variety of verification questions, voice authentication streamlines the identity process by allowing customers to create their own voiceprint. Voice ID uses machine learning to seamlessly authenticate customers by analyzing each caller’s unique voice characteristics, including tone, rhythm, pitch, and volume. This digital voiceprint is an additional layer of security that improves agent productivity by removing the need for manual authentication.
It’s impossible to train for every challenge faced by contact center agents. While the most experienced agents may have all the right answers, they also make up a minority of any service team. Amazon Connect Wisdom, however, allows agents to search for answers across multiple repositories including FAQs, wikis, and knowledgebase articles. This gives agents the information they need to address even the situations that are out of their comfort zones. When agents can search using simple, intuitive phrases like “How long after purchase will warranty last?” they’re able to deliver faster, better service.
After a customer service call has concluded, the work isn’t necessarily finished. When companies rely on a variety of tools, agents might have to take manual notes and perform post-call work in separate systems. Amazon Connect Tasks eliminates this redundancy by prioritizing, assigning, tracking, and automating post-call work across any disparate systems. The tool also offers prebuilt integrations with CRM applications, and APIs offer additional integrations as needed.
Finally, USAN Dialer improves contact center agent productivity by removing the need for agents to manually dial and allowing them to preview a contact’s attributes. The tool can also combine inbound calls with automated outbound call campaigns using the same agents, creating a blended service environment.
Ultimately, relying on reactive customer service hampers agent productivity and impacts the customer experience. With the capabilities provided by Amazon Connect and USAN Contact Suite, companies can deliver proactive service for productive agents and positive customer experiences.
To learn more about how Amazon Connect and USAN Contact Suite can bolster your organization’s customer service, get in touch today.
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