2016, Average Handle Time, Contact Center and Workshop

Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Unless the hold music is particularly good, callers don’t typically enjoy having to wait—it wastes time and money.

Self Service

Self Service Virtual Agent Connections Contact Center

Neglecting Your Contact Centre

Clarabridge

SEPTEMBER 21, 2017

In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.

eBook

eBook Touchpoint Average Handle Time Insurance

Customer Experience Update

Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex

Neglecting Your Contact Centre

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