Modernizing Your Contact Center to Support Customers and Employees




Webinar
Details

Topic:
Modernizing Your Contact Center to Support Customers and Employees
Time:
30 minutes
Speaker:
Cameron Hissey, Business Development, Amazon Connect

Webinar
Speaker Bio
cameron-bio-photo.jpg
Cameron Hissey, Business Development, Amazon Connect
With over 15 years of experience in Contact Centers, Contact Center Technology, and Customer Engagement, Cameron was thrilled to join the Amazon Connect team in 2019. He has worked closely with businesses of all shapes and sizes to help them improve efficiency within their contact centers, while increasing customer satisfaction and reducing spend. When he learned Amazon Connect could help businesses achieve all three of these objectives, he was keen to join the team.
Webinar
Abstract
Many financial institutions are experiencing unusual demand on their customer-service centers as they shift to remote work to keep their employees safe. These conditions are straining traditional call-center environments and causing organizations to build cloud-based contact centers using Amazon Connect, an omni-channel contact-center service that can scale to support businesses of any size and type. Financial Services companies like Capital One, John Hancock, and National Australia Bank have taken advantage of Amazon Connect to deliver better customer service and improved agent experience at a lower cost. They have learned that Amazon Connect’s self-service, graphical user interface (GUI) makes it easy to design contact flows, manage agents, track performance metrics, and gain insights and analytics into the customer experience, all without specialized skills. Attendees of this webinar will learn how to modernize their contact centers with Amazon Connect and further transform customer experience by integrating Amazon’s Artificial Intelligence and Machine Learning capabilities.
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