![]() ![]() Provide service that scales: Facing unprecedented surges in unemployment claims, agencies were able to stand up new cloud contact centers in just 10 days, and boost call handling capacity to up to 2,000 concurrent calls per minute.The customer service improvements and the positive impact these agencies achieved drives home several key lessons : ![]() In a recent Wall Street Journal article, Kim shares how public sector customers turned to Amazon Connect to rapidly transform customer service departments and response strategies. Education, shared how this brief moment in history is reinventing government customer service forever. Kim Majerus, AWS Leader for State and Local Government & U.S. The dramatic, fast onset of the pandemic prompted immediate action by federal, state, and local government agencies to reinvent their customer service approach – in weeks or less - in order to respond to crisis-level surges in citizen demand for information and services. #2 – Government agencies lead the way in customer experience accelerating contact center transformation in the cloud These insights shared during AWS Contact Center day underscore the fact that Amazon Connect enables customer-driven innovation by giving contact centers the information and tools to solve problems quickly. For a traditional contact center, this would have been an insurmountable challenge with long queues, lack of data, and frustrated customers.- With Amazon Connect, Priceline was able to respond with the right level of customer support immediately. This allowed Priceline to prioritize callers based on travel date and urgency, dramatically reducing wait times and friction. Priceline was able to handle the spike in demand by rerouting calls and quickly implementing new features, such as machine learning powered chatbots, to reduce backlogs. But because Priceline had been operating its contact centers on Amazon Connect since 2019, they knew how to respond best. For them, the pandemic meant that thousands of travelers flooded the contact center to cancel or rebook their itineraries, nearly three times Priceline’s normal volume. Jennifer Featherling then explained how Priceline stays committed to those principles regardless of external market conditions. This means being knowledgeable, convenient, and consistent. Customers loathe friction and want the ability to connect easily with the right level of customer support.Consumers today are smarter than ever and they will compare their experience with you to the best one they’ve ever had – from anyone.These leaders shared key insights on market trends and best practices in customer experience (CX) and customer service for over 8,000 attendees worldwide.Īlongside Director of Contact Center Technology at Priceline, Jennifer Featherling, renowned CX expert Shep Hyken shared two key insights on customer experience: ![]() To appreciate the growth seen across the customer experience industry, they developed a curated list of industry and AWS thought leaders on contact center and customer experience. In July, AWS hosted their first annual Contact Center Day. #3 – Priceline’s commitment to customer loyalty shines at AWS Contact Center Day Their achievements, insights and practical advice are reflected in this countdown of three of the top signature moments from 2021. Many Amazon Connect customers have embraced this idea, leveraging cloud and machine learning to accelerate transformation and scale dynamically to deliver exceptional customer experiences, especially in the contact center. For contact center leaders, anticipating and responding to ever-changing customer needs remains a top business priority.Īlong with continuous change, continuous innovation has also become the norm – thanks in a big way to cloud-driven digital transformation. At the outset of 2021, businesses and customers looked forward to returning to ‘normal’ business operations and customer interactions. ![]()
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