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Deep Dive into Quality Monitoring with Amazon Connect. Join Alex and Tom as they delve into the latest updates in quality monitoring for contact centers.

Discussing Amazon Connect's new metrics, APIs, and advanced quality management tools, they explore the tech that can transform the evaluation process, ensuring better customer interactions.

Learn about the potential of AI in quality monitoring, from real-time feedback to full automation, and discover how these innovations can free up invaluable human resources for more impactful roles. Whether you’re managing a large team or a small group, this episode provides practical insights on improving your contact center's performance. 

00:00 Introduction and Catching Up

01:14 New Metrics in Amazon Connect

02:23 API Updates and Flow Analytics

03:41 Introduction to Quality Monitoring

04:24 Key Components of Quality Monitoring

10:13 Challenges and Solutions in Quality Monitoring

14:52 Building Post-Call Surveys

15:46 Leveraging Speech Analytics

17:45 AI-Powered Performance Evaluation

20:30 Automating Quality Management

23:46 Real-Time Coaching and Compliance

26:35 Cost Considerations and Future Outlook

28:51 Conclusion and Final Thoughts

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