Amazon Connect Infrastructure and Security, with Grace Kunjumon from AWS
How does Amazon Connect stay up and keep customer data safe? AWS Solutions Architect Grace Kunjumon covers resilience,…
Read MoreInsights, Guides & Customer Experience Resources
Webinar: Better Student Experience, Lower Costs: Amazon Connect for Canadian Higher Ed
How Canadian colleges and universities improve student service and cut contact centre costs with AI self-service, agent assist,…
Read MoreBuild it Right: A Hands-On Workshop with Amazon Connect
An in-person Amazon Connect workshop at the AWS office in Toronto: Amazon Q in Connect, agent assist, and…
Read MoreWalkthrough: The Amazon Connect Agent Workspace
Calls, chats, customer profiles, cases and AI help on one screen. Dan Perlman shows what an agent's shift…
Read MoreDemo: Student Experience with Amazon Connect and Apple Messages for Business
Students already live in Messages. See how a college or university can serve them there, with forms, list…
Read MoreModernizing Student Experience: A Practical Roadmap for Canadian Colleges & Universities
Shrinking budgets, hiring freezes and aging systems. A practical roadmap for improving student service without growing your team.
Read MoreModernizing Member Experience: A Practical Guide for Canadian Credit Unions
The CX roadmap for Canadian credit unions: the biggest roadblock to modern member service, and how to get…
Read MoreWebinar: Younger Members, Different Expectations: Why Younger Members Expect More
Rethinking CX for the next generation of credit union members, with a live walkthrough of real Amazon Connect…
Read MoreWebinar: The Self-Service Spectrum: When to Use GenAI (And When to Keep It Simple)
What does a peanut butter and jelly sandwich have to do with GenAI bots? More than you think.…
Read MoreContact 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,…
Read MoreContact Centre Corner EP4: Lessons from AWS re:Invent
Frank and Vanja bring back the contact centre news from AWS re:Invent, and how Air Canada, Coinbase and…
Read MoreContact Centre Corner EP3: Agentic AI and Smarter Contact Centres
Agentic AI does more than answer questions. Frank and Vanja explain how it differs from a chatbot, and…
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