Why Skills-based routing

Optimize processes with skills-based routing

Skills-based routing is available now for some time in Salesforce.  But, why would you want to make use of it? As a starter, the Salesforce Skills-based routing rules may get used for non-voice channels.  Next to Custom Objects, the following out-of-the-box objects may get used: Cases Leads Orders Messages Chats Incoming or outgoing telephone calls […]

Coaching remote support agents during ongoing calls

Male Coach

With most people working remote, it is often difficult to coach remote agents.  With Amazon Connect, it is easy to listen into ongoing calls. This allows for coaching support agents to better handle conversations with customers. But an agent may have a question that needs immediate feedback from a business coach or a product expert. […]

Elastify your Contact Center

How many staff do you need to handle the planned load in your contact center?  When I was thinking about how contact center companies and team make these calculations, I found this article on www.callcentrehelper.com.  This article describes the following steps in calculating your staff requirements: How many calls do you handle generally How many […]

5 topics that you approach differently when implementing Amazon Connect vs on-premise IVR solutions

Compared with on-premise implementations, some important architecture questions and implementation decisions may get different responses or views when implementing Amazon Connect.  Here are 5 topics that you handle differently: Hardware and Software Requirements This is definitely a question that you ask when implementing an on-premise Contact Center solution.  But the question becomes irrelevant when using […]

Amazon Connect Service Level Agreement & Support

Service Level Agreement and Support for Amazon Connect

Rightfully, one of the first questions that prospects ask is about service availability and support when implementing Amazon Connect.  Here is a short overview of what you may expect from AWS and Omnicloud. Service Level Agreement As Amazon Connect is one of the many services of AWS, it is Amazon Web Services that provides the […]

Voicebot apps in your contact center

Voicebot apps on Amazon Connect

Chatbot, Voicebot, Visual IVR… next to social media, you also want information from these channels fully integrated in your CRM application…  As a company you want 360° view on all interactions with your customers. Picture this: A customer calls your contact center and ends up in your self-service voicebot Your customer answers the questions that […]

Optimizing routing based on MyTrailhead trainings

Dynamic routing with Amazon Connect

Skills-based routing is an important aspect for inbound (and outbound) contact centers.  How do you manage your agent’s skills?  How do you ensure that calls get routed to the best suited agent at all times?  And how do you follow-up on agents that build new skills? MyTrailhead Earlier this year, Salesforce announced MyTrailhead as a […]

Get your contact center statistics automatically in Salesforce

When implementing and integrating Salesforce with a cloud contact center solution, it is imperative to get call center statistics available automatically in Salesforce. Classic telephony solutions Classic telephony solutions like Cisco or Avaya, don’t have the standard functionalities available to automatically load call statistics in your CRM solution.  Instead, reporting on data like call length […]

Provide Personalised Customer Experience From The 1st Second

Everyone is convinced that customer experience is very important.  But still, when calling to customer service, it happens too often that you don’t feel welcome…Either you wait too long, or you have to go through too many (IVR) menu options, before talking with an agent.  Or you have to repeat your problem with each transfer […]

Managing virtual contact center teams

Over the years, companies have often centralised their administrative teams in one location. But with traffic congestions and different mindsets of millenials, the trend moves towards virtual teams.  Especially millenials want more freedom in choosing where and when they work. Virtual Contact Center teams Also for contact centers it becomes more important to allow people […]