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Amazon Connect - OMNINGAGE

Every second counts u2013 especially on cloud contact centres<br>The cost of a call is directly related to how long agents spend handling it. For cloud based contact centres such as Amazon Connect, every second counts and every second is charged for. Average Handling Time (AHT) is the KPI that contact centre managers watch constantly.<br><br>The cost of a poor UI<br>A poorly designed user interface (UI) can slow your agents down, so pushing up AHT and the cost of each call.<br><br>Amy Harvey, the Principle Software Engineer with IDD Inc, writing in u201cUsability Geeku201d, said: u201cA great UI is so seamless that we donu2019t even think about it u2013 we just use it, get what we need, and move on.u201d<br><br>Here are 3 key factors to look for in a well-designed UI<br> <br><br>It is built around the agent workflow:<br>Using interfaces such as an agent desktop for Amazon Connect, your agent will pick up a call and speak to the customer. Maybe she will put him on hold or even transfer him. If not, she will finish the call and wait for him to hang up before entering a wrap up code, then make herself ready for the next call.<br><br>This sequence should be reflected in the agentu2019s controls. The right controls should appear at the right time, saving her vital seconds hunting for them because they are too small or placed in an odd corner.<br><br><br><br>About OMNINGAGE:<br>OMNINGAGE provides a modern and cloud-based agent desktop for amazon connect platform which delivers high-quality voice via the useru2019s web browser. Its user friendly, data-rich interface promotes agent engagement, reduces AHT and boosts productivity for those working in the office or at home.<br><br>The platform is available globally via AWS and integrates with a variety of CRM and back-end applications to offer a single-window operation to users.

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Amazon Connect - OMNINGAGE

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  1. Speeding up the Mona Lisa with AmazonConnect Amazon Connect -OMNINGAGE Every second counts – especially on cloud contactcentres Thecostofacallisdirectlyrelatedtohowlongagentsspendhandlingit.Forcloudbased contact centres such as Amazon Connect, every second counts and every second is chargedfor.AverageHandlingTime(AHT)istheKPIthatcontactcentremanagerswatch constantly. The cost of a poorUI A poorly designed user interface (UI) can slow your agents down, so pushing up AHT and the cost of eachcall. Amy Harvey, the Principle Software Engineer with IDD Inc, writing in “Usability Geek”, said: “A great UI is so seamless that we don’t even think about it – we just use it, get what we need, and move on.” Here are 3 key factors to look for in a well-designed UI It is built around the agentworkflow: Using interfaces such as an agent desktop for Amazon Connect, your agent will pick upacallandspeaktothecustomer.Maybeshewillputhimonholdoreventransferhim. If not, she will finish the call and wait for him to hang up before entering a wrap up code, then make herself ready for the nextcall. This sequence should be reflected in the agent’s controls. The right controls should appear at the right time, saving her vital seconds hunting for them because they are too small or placed in an oddcorner. Familiarity breedsspeed: Jakob’s Law is one of the UX designers’ “Ten Commandments”. It states that what the userisdoingshould“befamiliar”.Interfacesshouldresembleprocessesfamiliartousers, so they can learn how to use itfaster.

  2. MostUIsaredesignedtobereadfromlefttorightlikeapageoftext.Manywebsiteshave their menus on the left, and key action buttons running across the top. The logout button is on the extreme right. It’s the final action the user willtake. Not too many decisions at once: Have you ever looked at a TV remote and wondered why they have so many buttons? Hick Hyman’s Law states too many choices dramatically increase a user’s decisiontime. When an agent comes to a decision point, they should have only two or three options,so that the choice isclear. Being beautiful like the Mona Lisa is not enough for your UI, it needs to be something your agents can use quickly, otherwise your AHT will wipe the smile off of yourface. About OMNINGAGE: OMNINGAGEprovides a modern and cloud-based agent desktop for amazon connect platform which delivers high-quality voice via the user’s web browser. Its user friendly, data-rich interface promotes agent engagement, reduces AHT and boosts productivity for those working in the office or athome. TheplatformisavailablegloballyviaAWSandintegrateswithavarietyofCRMandback- end applications to offer a single-window operation tousers. Name: OMNINGAGE Website: https://omningage.cloud/ Contact: +1 888 6175 382 | +44 330 0883940 Address: 4 Calder Court, Blackpool, FY4 2RH, United Kingdom Email: sales@omningage.cloud Keywords OMNINGAGE, Amazon Connect, Cloud Contact Centre, Agent Desktop for Amazon Connect, Supervisor Desktop for Amazon Connect, Dashboards for Amazon Connect, Reporting for Amazon Connect, Wallboard for Amazon Connect, Amazon Connect Integration, Amazon Connect Migration, Amazon ConnectServices

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