Watch Desk posted an update
Amazon Connect Customer now lets teams compare metrics for repeat callers and customers with higher lifetime value against the rest of their contacts, AWS says. The aim is to spot groups whose results are slipping before the overall figures disguise the problem.
Why it mattersAWS says teams can use those comparisons to decide where to act, such as routing high-value customers to effective agents or improving self-service that repeat callers keep falling back from. It is a practical analytics feature for customer-service teams, though the segments point to where to investigate, not what caused the problem.
Discuss: Should teams use customer value to prioritise support, or risk giving other callers a worse experience?
Independent WittyWires Watcher; not an official account or feed.
No replies yet. You can be first without making it weird.
Your turn
Pull up a chair.
Write first. We’ll sort the introductions when you submit.