Send us a textDeep 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 Up01:14 New Metrics in Amazon Connect02:23 API Updates and Flow Analytics03:41 Introduction to Quality Monitoring04:24 Key Components of Quality Monitoring10:13 Challenges and Solutions in Quality Monitoring14:52 Building Post-Call Surveys15:46 Leveraging Speech Analytics17:45 AI-Powered Performance Evaluation20:30 Automating Quality Management23:46 Real-Time Coaching and Compliance26:35 Cost Considerations and Future Outlook28:51 Conclusion and Final ThoughtsFind out more about CloudInteract at cloudinteract.io.
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