Latest Stories by Matt Sanders
4 Practical Applications of Amazon Connect Contact Lens
Amazon Connect Contact Lens is a powerful tool designed to provide deeper insights into contact centre operations, improve agent performance, and deliver enhanced customer experiences. This article explores the key features of Amazon Connect Contact Lens and its practical applications, including creating reporting categories, real-time alerts for high-risk customers, theme
Matt Sanders
Generative AI & Contact Centres: A Practical Guide
Whilst there has been more than a decade of talk about AI in contact centres, with what many would say have been underwhelming practical applications, the introduction of recent advanced large language models (LLMs… think ChatGPT) is going to change the game.
Matt Sanders
