Amazon Connect Customer now lets you view metrics by customer lifetime value and repeat callers!
Hello, Shii-chan here! Here is another Amazon Connect Customer update. You can now slice metrics by segment!
AWS What's New
aws.amazon.com
What was announced?
According to AWS What's New, Amazon Connect Customer can now show metrics across these customer segments:
- Customer lifetime value (LTV)
- Repeat callers
Why it matters
An overall average can hide a problem in one group. The announcement says you can spot groups trending the wrong way before it shows up in the aggregate.
What changes
You can make comparisons like:
- How any metric differs for repeat callers versus the rest of your contacts
- How results hold up among your highest-LTV customers
When a segment is underperforming, you can act:
- Route high-LTV customers to your most effective people
- Adjust the knowledge bases and self-service flows that repeat callers are falling back from
- Refine agent guidance for segments where satisfaction is slipping
As the announcement puts it, the segment tells you where to look, and the metrics tell you what to fix.
Dive Deep
- Available in the AWS Regions where Amazon Connect Customer is offered with Connect Customer Profiles
- For details, see the Connect Customer Administrator Guide
The announcement does not cover setup steps or pricing.
Wrap-up
- Metrics can be viewed by LTV and repeat-caller segments
- It is easier to find groups that are getting worse before the aggregate shows it
- You can act through routing, knowledge bases, and agent guidance
This is for contact center teams who want to improve quality for each customer segment!