Best Practice

How To Improve Your Contact Center's Issue Resolution

A lady holding a phone looking frustrated

How often have you contacted a business to ask a question, only to be put on hold for a few minutes while the customer service representative searches furiously for a response? Minutes go by and they come back online to tell you that they will be a few more minutes and are sorry for the inconvenience. 

Alas, this is a daily reality for many businesses. This isn’t the agent’s fault who is on the other end of the phone or chat. However, they are the ones that are under immense stress as they try desperately to remain calm while still being polite to the customer. Meanwhile, the customer is becoming more and more frustrated. 

It is not unusual for businesses to have many different sources of company knowledge, data and information, such as wikis, FAQs, CRM, ERP, to name a few. In fact, one of the biggest operational pain points is that contact center systems and tools are too fragmented and disconnected with 51% of respondents to a recent survey by CCW feeling that way. 

The data dilemma could be down to any number of different reasons, such as a change of leadership, the differing requirements of each department or growth through the acquisition of other companies with different systems. Whatever the reason, multiple data silos are a reality of doing business in a data-driven world. But it doesn't need to be a critical point of failure for front-line staff in the contact center. Agents need to access multiple data sources to assist customers and the customers shouldn’t need to wait endlessly for answers to simple questions.  

Local Measure's cloud contact center platform Engage now includes knowledge-base integration, which reduces the frustration on all sides.

What is Knowledge-base Integration in Engage?

Engage's knowledge-base integration uses Amazon Connect Wisdom to integrate multiple knowledge-base options right into the agent desktop. Enabling agents to search and view relevant content to help with customer queries right within Engage for Amazon Connect. In addition, the agents also can share any public-facing information and surface articles based on specific keywords that appear in the customer chat. 

Knowledge Base article showing in Engage

Benefits Knowledge-base Integration

Easier for Agents 

Agents no longer need to search for information. As a customer types or speaks to the agent, Engage constantly scans for relevant knowledge articles to solve the issues presented by the customer . In addition, they don't have to switch between multiple apps and windows while talking to a customer, meaning that they can stay focused on the job and customer at hand. 

Amazon Connect Knowledge-base Integration is a feature of Amazon Connect, a cloud-based contact center solution developed by Amazon Web Services (AWS). It allows businesses to integrate their contact center with a knowledge base, which is a centralized repository of information that can be accessed by agents and customers.

The Amazon Connect Knowledge-base Integration feature allows agents to quickly and easily access relevant information while handling customer inquiries, reducing the need for manual research and improving the efficiency of their interactions. It also allows customers to access the knowledge base themselves, providing them with self-service options and reducing the need for them to wait for an agent to assist them.

The Amazon Connect Knowledge-base Integration feature can be customized to suit the needs of different businesses and industries. It is designed to improve the overall customer experience by providing quick and easy access to relevant information and reducing the time it takes to resolve customer inquiries.

Better for Businesses  

Knowledge-base can be deployed in minutes and is designed to be easily extended as needs change. As a result, businesses can now increase the productivity of their contact center agents by removing one of the biggest frustrations. Giving agents the ability to access knowledge base articles while they are on a contact will better help them solve customer service problems and work smarter and save time handling calls. 

Quicker for Customers  

Knowledge base integration can automatically detect customer issues in chats and the audio of calls, and suggest relevant articles to the contact center agent. This rapidly speeds up access to pertinent information to more quickly address customer queries. The addition of Amazon Contact Lens means that this function can also be added to voice calls, rapidly reducing the time taken to reach a contact resolution. 

Amazon Connect Lens is a cloud-based analytics tool developed by Amazon Web Services (AWS) for use with its cloud contact center solution, Amazon Connect. Amazon Connect Lens provides real-time and historical insights into contact center performance, allowing businesses to improve customer experience and increase efficiency.

Some key features of Amazon Connect Lens include:

  1. Real-time analytics: Amazon Connect Lens provides real-time analytics on key metrics such as handle time, abandonment rate, and customer satisfaction.
  2. Historical data: Amazon Connect Lens allows businesses to access historical data on contact center performance, allowing them to identify trends and patterns over time.
  3. Customized dashboards: Amazon Connect Lens allows businesses to create customized dashboards to monitor the metrics that are most important to them.
  4. Agent performance: Amazon Connect Lens provides insights into individual agent performance, allowing businesses to identify best practices and areas for improvement.
  5. Integration with Amazon Connect: Amazon Connect Lens is seamlessly integrated with Amazon Connect, allowing businesses to access analytics and insights within the same platform.

By using Amazon Connect Lens, businesses can improve customer experience and drive business success through data-driven decision making.

What is Amazon Connect Wisdom? 

Amazon Connect Wisdom is a feature of Amazon Connect. It connects relevant knowledge repositories with built-in integrations for third-party applications like ServiceNow and internal wikis, FAQ stores, and file shares. Amazon Connect Wisdom is a machine learning (ML) tool that helps businesses to improve the customer experience by providing personalized and relevant responses to customer inquiries. It uses artificial intelligence (AI) to analyze customer interactions, identify common patterns and trends, and provide agents with suggested responses to common customer inquiries.

By using Amazon Connect Wisdom, businesses can improve the efficiency of their contact center operations and provide a more personalized and seamless customer experience. It can also help to reduce the workload for agents by providing them with suggested responses to common customer inquiries, allowing them to focus on more complex issues.

Overall, Amazon Connect Wisdom is a valuable tool for businesses looking to improve the customer experience and drive business success through their contact center operations.

Do you want to increase the productivity of your contact center and the satisfaction of your customers? 

Local Measure can support you with Engage for Amazon Connect cloud contact center platform. Book a demo today or Find out more here.

April 11, 2022

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