Contact Centre Corner EP5: CX Disasters and How to Fix Them
Long holds, bad automation and an unhelpful agent. Frank and Vanja pull apart a real CX horror story, show how it could have gone differently, and cover the latest Amazon Connect updates.
Watch the episode
Every customer has a story like this one. Frank and Vanja walk through what went wrong at each step, then replay it with personalized service, proactive support and the choice of channel. They finish with a Canadian college that rebuilt its student support on Amazon Connect.
What we cover
- The latest Amazon Connect updates: outbound campaigns, Contact Lens and real-time dashboards
- A CX horror story: long hold times, poor automation and an unhelpful agent
- How personalized service, proactive support and more channels would have prevented it
- A Canadian college that changed its student support with Amazon Connect
The Amazon Connect updates we discuss
- Outbound campaigns connect answered calls to an agent within 2 seconds
- Routing across a range of agent proficiencies
- Excluding proficiencies from routing
- Contact Lens free trials for conversational analytics and performance evaluations
- Contact Lens performance evaluations for email contacts
- Contact Lens real-time dashboard
- Contact Lens dashboard groupings and filters
About Contact Centre Corner
Serve7’s podcast on what is changing in customer experience and contact centres, and what to do about it. Hosted by Frank Mirecki, CEO and Co-Founder, and Vanja Andrin, CMO and Co-Founder.
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