5 ways to build a contact center that increases customer loyalty

Customer experience leaders have a mandate to improve operational efficiencies and save money. But they also must deliver fast, empathetic, and high-quality service. Doing both can seem impossible. Gaining efficiencies means cutting costs while improving engagement requires more spending.

But what if you don’t have to choose?

With the right approach and tools, you can streamline your contact center operations and improve your customer experience (CX) at the same time. A data-driven contact center platform like Amazon Connect can make it happen by optimizing how you manage resources, automating repetitive tasks, and equipping your agents with real-time insights.

The result? Shorter resolution times, happier customers, and a more resilient business.

Why contact centers struggle to boost efficiencies and customer engagement

Striking the right balance between efficiency and customer. It can feel like an uphill battle if you struggle with these common problems:

• Higher customer expectations
  Today's customers want it all. They expect fast, personalized interactions—whether they're calling an agent, chatting with a bot, or reaching out via social media. They demand immediate responses, proactive service, and the ability to change channels without missing a beat.
• Staffing shortages
  Turnover is brutal in contact centers, with rates often climbing to 50% or more.ⁱ Finding and training new agents takes time. Until they get up to speed, they may not have the product knowledge to solve complex issues quickly. This leads to longer resolution times and lower customer satisfaction.
• Inconsistent multichannel service
  For years, industry analysts have urged contact centers to build customer loyalty by delivering seamless omnichannel experiences. But only 7% of contact centers pull it off.ⁱⁱ A major roadblock is data silos. Contact centers collect vast amounts of customer data. However, this data is often scattered across disconnected systems—preventing agents and CX leaders from using it effectively. In fact, 40% of contact centers say that disconnected workflows are a major obstacle to efficient service.ⁱⁱⁱ

5 practical tips for a more efficient and customer-centric contact center

The key to solving many CX challenges is taking a strategic approach focusing on operational efficiencies. This approach can reduce agent workloads, shorten resolution times, and free your agents to focus on high-need customers.

1. Unify your CX tools in a single platform.
   Amazon Connect brings all your contact center tools, processes, and data together in a single platform to facilitate easier data access across channels.
2. Use automation to support agents—not replace them.
   Automation works best when it complements your human agents. AI-powered chatbots, virtual assistants, and self-service options can handle routine inquiries like password resets or order tracking, freeing your agents to focus on more complex, high-value interactions.
3. Give agents access to real-time data and assistance.
   Real-time AI tools can suggest responses, summarize customer issues, and provide relevant knowledge base articles to help agents work smarter and faster, reducing employee and customer frustration. The key is to use automation strategically—offloading repetitive tasks while ensuring that human agents remain available for nuanced, empathetic interactions.
4. Use AI for intelligent call routing
   AI-driven call routing, available in Amazon Connect, connects customers to the best-fit agent right away. It considers factors like customer history, inquiry type, sentiment analysis, and agent expertise to make smarter routing decisions.
   For example, a VIP customer with a complex technical issue can be routed directly to a senior specialist, while an AI-powered virtual assistant handles basic FAQs. This approach reduces call transfers, speeds resolution times, and gives customers a smoother experience.
5. Shorten resolution times without sacrificing empathy.
   The most successful contact centers can resolve issues quickly without making customers feel rushed or undervalued.
   Training agents in active listening and concise communication techniques can help them quickly understand a customer's issue and provide a solution without unnecessary back-and-forth. AI-powered analytics can also identify patterns in customer interactions, allowing your CX team to proactively address common problems before they escalate.