Coming back from a business trip this week, I realized it had been more than a year since our partnership with Amazon and the Connect team started. It’s incredible how much has transpired in a year and absolutely stunning the amount of welcome and reception that the platform has received from the marketplace. At launch, I thought early adopters would primarily be comprised of aggressive SMB organizations eager to adapt and adopt the latest new toys in the industry. Consider myself stunned that more than ever anticipated, early adopters have been largely comprised of big time Enterprise. And by that, we’re talking the biggest of the bigs – top 5 banks, top 5 insurers, top 5 financial service companies, top 5 retailers…..it’s truly been stunning.
User experience is something that you don’t normally hear about until something goes wrong. But what is it really and why does it matter?
For starters, user experience, UX for short, is how a person feels when interacting with a digital product. UX has many factors, including usability, accessibility, performance, design/look, utility, ergonomics, overall human interaction, and marketing. But while they might sound similar, UX is not the same as usability. UX is the experience and the connection a user feels when on a site. Usability is more along the lines of how effective the site and scope of design is.
August 25, 2017, Hurricane Harvey plummeted the coast of Texas pouring down almost 52 inches of rain on the Houston area and causing more than $180 billion worth of damages. The American Red Cross, doing exactly what they are known and relied upon to do, quickly deployed hundreds of volunteers providing food and shelter to thousands of displaced Texans.
As the days progressed, the damage multiplied. And soon the amount of available assistance wasn’t able to keep up with the increasing demand. Because the Red Cross is a life line for so many helpless individuals, they had to quickly figure out a solution.
VoiceFoundry happily assisted the American Red Cross and Amazon Web Services during the disastrous Hurricane Harvey. Because of the scale of the damage and the limited amount of available assistance, The Red Cross, as large an organization as they are, had to call in for back up. They engaged us, VoiceFoundry, to implement Amazon Connect and provide a self-service, cloud based contact center. Within 48 hours, the new call center was up and running, and heroes were being connected to people in need from three hurricanes that had developed by that time. Continue reading about how The Red Cross, AWS, and VoiceFoundry all played a vital role in this execution.
Christmas is so close you can probably taste the peppermint candy canes filling your stockings. But how many of you are actually ready – as in finished – with all of your holiday shopping? The thought of heading anywhere close to the mall right now makes many of us shudder in fear. The people, the lines, the traffic! But if you’re like millions of Americans, you already know that shopping online is the only way to go. The number of online shoppers increases with each passing year as technology gives us more and more with just the swipe of a screen. But as additional people rely on the ease and selectiveness of online retailers, some companies may struggle to meet demand with their physical data centers.
Everyone has heard of the enormous amount of benefits when migrating to the cloud, but what does that mean from a customer’s point of view? I mean nobody really wants to call into a contact center… ever. Its no wonder the majority of calls end up in hang ups and frustration and most of the time it’s the fault of the call center whether its lack of staff or technology.
The solution – move your contact center to the cloud. But the great debate is whether this migration can do more than just save you money, can it actually improve your customer experience? A recent study by the Aberdeen Group indicates that yes, it can improve customer service. In fact, it showed abandonment rates were significantly lower in cloud contact centers compared with traditional call centers, with just 4.5% of calls abandoned.