Preface

Amazon Connect is by far one of the most powerful customer engagement services offered by AWS. Today, SMS and email are purely table stakes capabilities. If you want to up your customer service game, you need to address the elephant in the room: your outdated call center.

It doesn't matter what type of company you work for; you will most likely need a call center to handle customer calls. Those calls might be in the form of customer orders, customer issues, or maybe for facilitating scheduling. No matter what form your calls take, if you want to stand out from your competition, you need to provide customer value during those calls.

You might be wondering what customer value looks like in a call center. After all, aren't we just answering a phone? Absolutely not. You are providing your customer with an experience that will leave an impression just as much as your showroom, advertising, or website. It might even leave more of an impression. Many call centers are built to address customer problems. It doesn't matter what the problem was. If they have a terrible experience, they are going to let everyone know.

This book provides the critical information you need to make your call center the showcase of your customer's next-generation experience. It will walk you through all the latest technologies and show you first their benefits to your organization and then how to implement the various technologies. You want your new call center to leave your customers happy, and this book will help you do just that.