Managing Agent Quality Using Amazon Connect Contact Lens And Evaluation Amazon connect contact lens provides conversational analytics, agent screen recordings and automated evaluations to enhance agent performance. this post will explore a set of best practice recommendations to bring together all these capabilities together including:. Fortunately, contact lens for amazon connect offers agent performance evaluation capabilities using evaluation forms. contact center managers create these forms based on specific criteria such as adherence to talk scripts or compliance with sensitive data collection practices.
Managing Agent Quality Using Amazon Connect Contact Lens And Evaluation This video covers the steps for evaluating agent performance using contact lens for coaching. This enhancement allows supervisors and quality analysts to automatically update evaluation questions based on real time customer interactions, improving agent assessments and feedback. Amazon connect contact lens provides contact center analytics and quality management capabilities that enables you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. This article explores the automation of agent performance evaluations in contact centers using amazon connect, contact lens, ai ml, and generative ai technologies.
Managing Agent Quality Using Amazon Connect Contact Lens And Evaluation Amazon connect contact lens provides contact center analytics and quality management capabilities that enables you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. This article explores the automation of agent performance evaluations in contact centers using amazon connect, contact lens, ai ml, and generative ai technologies. Contact lens for amazon connect now has the ability to automatically create evaluation forms that will score an agents performance based on adherence scripts or compliance with data collection parameters. It automatically transcribes calls, captures key customer sentiments, and identifies issues that customers may be experiencing. these insights can be used to improve customer experience, identify areas for improvement, and measure the performance of agents. Amazon connect contact lens enables you to conduct calibration sessions to drive consistency and accuracy in how managers evaluate agent performance, so that agents receive feedback that is consistent. In the next aws ai session, discover how amazon q in connect uses generative ai to empower agents with suggested responses and actions, resulting in faster issue resolution and higher customer satisfaction.
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