Aug 06 2024 29 mins
Deep Dive into Quality Monitoring with Amazon Connect. Join Alex and Tom as they delve into the latest updates in quality monitoring for contact centers.
Discussing Amazon Connect's new metrics, APIs, and advanced quality management tools, they explore the tech that can transform the evaluation process, ensuring better customer interactions.
Learn about the potential of AI in quality monitoring, from real-time feedback to full automation, and discover how these innovations can free up invaluable human resources for more impactful roles. Whether you’re managing a large team or a small group, this episode provides practical insights on improving your contact center's performance.
00:00 Introduction and Catching Up
01:14 New Metrics in Amazon Connect
02:23 API Updates and Flow Analytics
03:41 Introduction to Quality Monitoring
04:24 Key Components of Quality Monitoring
10:13 Challenges and Solutions in Quality Monitoring
14:52 Building Post-Call Surveys
15:46 Leveraging Speech Analytics
17:45 AI-Powered Performance Evaluation
20:30 Automating Quality Management
23:46 Real-Time Coaching and Compliance
26:35 Cost Considerations and Future Outlook
28:51 Conclusion and Final Thoughts
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