Tag Archives: support

What Customers Expect from Chat Support

Customers expect excellent service via all support channels

Recently, I had to update the booking of an airline ticket.  Whatsapp and Facebook Messenger were presented as support channels.  So, looking forward of not having to call, I chose Messenger.  Little did I know that it would take 5 business days to get my question resolved… When you call a contact center, you expect […]

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. […]

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 […]