Episode 28 - User Adoption

Mastering User Adoption in Amazon Connect

User adoption - it’s the often-overlooked factor that determines whether a new technology implementation is a success or a struggle. In the latest ACP Podcast, hosts Tom Morgan and Alex Baker dive into why bringing people along for the journey is just as important as getting the technical setup right when rolling out Amazon Connect. From the latest product updates to the role of AI in improving agent performance, here’s what you need to know.

User Adoption: The Key to Success

One of the biggest pitfalls in contact centre technology rollouts is assuming that a well-executed technical deployment automatically leads to a successful project. In reality, the real challenge often lies in user adoption. If agents, supervisors, and business users aren’t engaged and supported, even the best technology can go underutilised.

Start With “Why”

For any organisation moving to Amazon Connect, it’s crucial to understand and articulate the why behind the transition. Whether upgrading from a legacy contact centre or implementing a formal contact centre for the first time, decision-makers need to clearly communicate the benefits, such as:

• Improved agent workflows
• Greater flexibility and scalability
• Enhanced reporting and analytics

Address Resistance to Change

Change is hard - especially when it impacts people’s daily routines. Agents accustomed to older systems may resist a new interface or workflow unless they understand the advantages. Leaders and technical teams must be prepared to:

• Educate early – Communicate what’s changing and why, well before the rollout.
• Listen to concerns – Acknowledge fears about change and address them with tangible solutions.
• Demonstrate quick wins – Show how the new system simplifies their work, not just adds complexity.

The Role of Training

Training is an essential component of user adoption, but it must be tailored to different user groups:

• Agents – Focus on ease of use and efficiency in their daily tasks.
• Supervisors & Managers – Ensure they can access and analyse performance data effectively.
• Quality & Compliance Teams – Provide specialised training on evaluations, reporting, and adherence.

For smaller teams, informal training may be sufficient, but in large enterprises, structured onboarding is necessary to maintain consistency.

AI & Automation: Enabling, Not Replacing Agents

The rise of AI in contact centres has led to concerns about job displacement, but the real opportunity lies in augmenting human agents, not replacing them. AI-driven tools like Amazon Q can support agents by:

• Providing real-time assistance and knowledge retrieval.
• Automating repetitive queries (e.g., “Where is my order?” inquiries).
• Enhancing agent workflows to focus on high-value interactions.

By removing routine, low-value tasks, AI allows agents to focus on complex and emotionally sensitive customer interactions where human empathy is irreplaceable.

Continuous Adoption & Optimisation

User adoption isn’t a one-time event - it’s an ongoing process. Organisations should:

• Regularly review Amazon Connect updates to take advantage of new features.
• Refine training programmes based on evolving business needs and new hires.
• Leverage managed services to stay up to date with best practices and innovations.

The success of any Amazon Connect implementation depends on more than just getting the technology right. Engaging agents, supervisors, and stakeholders throughout the process ensures that new capabilities are effectively utilised, enhancing customer experience and operational efficiency.

By prioritising user adoption from day one - and sustaining it through training, AI integration, and ongoing optimisation - organisations can maximise the value of Amazon Connect and future-proof their contact centers.