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Blog 2018-06-01T20:14:38+00:00

Amazon Connect – Dialed Numbers (DIDs)

In this post, we’ll tackle DIDs from our sample call center work list, found here.  Doesn’t sound like a big deal, does it? Read on…

What are DIDs?

DID stands for “Direct Inward Dial”.  For our purposes, consider this to be the number(s) that the customer calls to reach your center.  If you want more background, and crave technical accuracy, see the Wikipedia article.

Within Amazon Connect, the DID is referred to as a “Dialed Number”.

DID I Just Do That?

Amazon Connect supports multiple inbound numbers. You can grab up to 10 numbers from any of the geographic regions supported by Amazon […]

By | September 5th, 2017|Categories: Call Center, Customer Care|Tags: |Comments Off on Amazon Connect – Dialed Numbers (DIDs)

Amazon Connect – Contact Flows

Time to get busy.  We’ll be starting with Contact Flows, but before we do, I want to make one last comment on initial setup, which I covered in this post.  This post will be on the tech side, so if you’re not IT oriented or you won’t be hands on building the IVR or Queues, see you next time…

Initial Setup Redux

Since initial setup was, well, trivial, I wanted to check what was lost by removing all the flexibility.  So, I cracked open the setup and configuration manuals of a few of the premise based systems to verify […]

By | August 25th, 2017|Categories: Call Center, Customer Care|Tags: |Comments Off on Amazon Connect – Contact Flows

Amazon Connect – Building a Sample Call Center

So, our first experience with Amazon Connect went smoother than I ever imagined. Everything is perfect?

Reality Check

Umm, no. Discovered some of the warts when I was doing the screen recording that appeared in the last post. Nothing major, mind you, just the kind of things that belie its newness.

Like, don’t close the agent panel. It will let you.

I had the call arrival notification message disappear on me. Not sure what I did to make that happen. I had to clear my browser cache to get it back.

When the notification message wasn’t working, and the app window was closed, a […]

By | August 15th, 2017|Categories: Call Center, Customer Care|Tags: |Comments Off on Amazon Connect – Building a Sample Call Center

Amazon Connect – Set Up and First Call

When I last wrote about Amazon Connect (here), I said that, on paper at least, it looked like it could be a practical option for at least some contact centers.

But, on paper is not the same as in practice. So, it’s time to get my hands dirty. Amazon makes this easy by allowing anyone to spin up an Amazon Connect instance to play with at no cost.

I met with my buddy Igal at a coffee shop yesterday, when our conversation turned to Amazon Connect. Among his many skills, he’s expert in AWS1 (which Amazon […]

By | August 10th, 2017|Categories: Call Center, Customer Care|Tags: |Comments Off on Amazon Connect – Set Up and First Call

Home Based Agents – Should You Staff Differently?

As I mentioned in my last post, I’m recycling some questions I answered after a recent webinar.   There were some questions about home based agents, which is a hot topic these days.

Question 2:  For a work from home company, how do you suggest we best project staffing needs? What data should we track? Should we over staff based on any past attendance trends?

When You Can Staff At Home Agents the Same

Hiring at-home agents gains you access to a labor pool that can be highly effective but can’t or won’t come into an office (an example is people that […]

By | June 16th, 2017|Categories: Call Center, Customer Care|Comments Off on Home Based Agents – Should You Staff Differently?

Agent Empathy

Recently, I did a webinar titled “Top 7 Things You Need To Know to Improve Contact Center Operations and Customer Experience “.  It was hosted by the good folks at CallMiner, who provide voice analytics software for the call center and compliance markets.  You can find the recording of the presentation here:  Presentation.

I took questions after the official presentation, and I wrote up the answers afterwards.  In the interest of being ecologically sound, I’ll recycle some of the answers over the next few posts.

Question 1:  “Any suggestions on teaching and measuring empathy on the customer […]

By | June 14th, 2017|Categories: Call Center, Customer Care|Comments Off on Agent Empathy

Call Center Queues Part 4 – Managing Call Traffic

As promised, enough with the fear, and time to start helping to manage your call traffic.

Way back in the first article in this series, I mentioned that I made a few simple tweaks to a customer’s existing queue setup, and the center went from apocalyptic to Walden serene.

Think about what happens on your favorite highway as rush hour approaches.  It only takes a few extra cars to turn a smoothly running thoroughfare into a snarled hell.  The same thing happens with your queues.  If you’re just keeping up, it only takes a slightly higher call volume and wait times […]

By | May 17th, 2017|Categories: Call Center|Tags: |Comments Off on Call Center Queues Part 4 – Managing Call Traffic

Call Center Queues Part 3 – Skills Based Routing

Time for Skills Based Routing.  This post is going to take some, uh, skill.

Since it’s been a while between posts on this topic, I’d suggest you reread Part 1 and Part 2 first. I’ll wait…

I intentionally avoided the word “skill” up to now, because vendors toss this word around recklessly when discussing their skills based routing feature, and that’s where the plot can get lost. One vendor’s user guide describes skills as “a customer-definable label assigned to agents”. Huh?  And even though the word skill implies a human attribute, I’ve often heard statements like “we need to add […]

By | April 17th, 2017|Categories: Call Center, Customer Care|Comments Off on Call Center Queues Part 3 – Skills Based Routing

Where Business Meets Technology

Biz Meets Tech is the Management Consulting practice of Jerry Sokol.

The focus is on strategy, best practices, processes and technology in the areas of customer care, contact center, unified communications, mobile and web.

Expert in business and technology, and skilled at bringing both together to arrive at an optimal solution.


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