Upstream Works

JANUARY 7, 2021

Many applications fall into this use case, such as script adherence, compliance tracking and call response time. Learn more about how AI can drive success in the contact center by downloading Embracing Contact Center AI in 2021 , Part 3 of our 3-Part Strategic Insight Series. Back Office Efficiencies.

Contact Center 78

Contact Center Journey mapping Self service Scripts 78

Balto

JUNE 23, 2022

“The anti-script doesn’t mean that you should wing it on every call… what anti-script means is, think about a physical paper script and an agent who is reading it off word for word… you’re taking the most powerful part of the human out of the human.” Share on Twitter. Share on Facebook.

Scripts 52

Scripts Coaching Contact Center Surveys 52

TechSee

OCTOBER 2, 2024

Chatbots: Reactive and Scripted Most chatbots operate using predefined scripts or flows. For instance, while a chatbot might provide a scripted response when asking about a device (e.g. If there were an MMA match, chatbots vs. agentic AI, where would each of them excel, or how would their approaches to your CX challenges differ?

Chatbots 136

Chatbots Scripts Enterprise Technology 136

Balto

JULY 7, 2022

When agents intentionally go off script, it’s because they are improvising to get a better call outcome and should be encouraged. In early 2021, Balto conducted a first-of-its-kind survey of over 1,000 agents to find out why they make mistakes on calls. Why Agents Go Off Script. Figure 3: Why do agents go off script?

Scripts 52

Scripts Coaching Surveys Construction 52

ShepHyken

OCTOBER 23, 2023

Whether it’s following the “the customer is always right” rule or following a pre-written script designed to deescalate conflict, each customer service team draws on their past experiences to communicate with customers in the most effective way. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Customer Service 177

Customer Service Construction Contact Center Scripts 177

AWS Machine Learning

OCTOBER 5, 2023

We review the fine-tuning scripts provided by the AWS Neuron SDK (using NeMo Megatron-LM), the various configurations we used, and the throughput results we saw. For example, to use the RedPajama dataset, use the following command: wget [link] python nemo/scripts/nlp_language_modeling/preprocess_data_for_megatron.py

Scripts 125

Scripts Big data Engineering SaaS 125

Nicereply

JUNE 8, 2021

We’ve brought together these 7 customer service phrases to use in 2021 to supercharge your customer service experience. Customer Service Phrases to Use in 2021. There is no fail-safe script you can use when interacting with customers, but these phrases will help you craft more personal and satisfying support experiences.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best.

Scripts 52

Scripts Contact Center Morale Best practices 52

SharpenCX

DECEMBER 16, 2020

Today, we’re talking through the three pillars you need to manage a healthy customer service team in 2021 and beyond. Don’t force your agents to follow strict scripts and adhere to impossible policies. The post The 3 Pillars to Managing a Healthy Customer Service Team in 2021 (and Beyond) appeared first on Sharpen. dont @ me.).

Management 76

Management Customer Service Coaching Contact Center 76

Quality Contact Solutions

OCTOBER 25, 2021

By Marcia Jenkins, Senior Operations Manager According to the 2021 Membership Marketing Benchmark report, it has been a challenging year for association membership. Scripting: The key to ensuring the long-term effectiveness of your outbound telemarketing script may be to eliminate the “script.” Is it failing?

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

Balto

MAY 31, 2022

As contact centers incorporate new technology and practices to keep up with shifting industry trends and competitors, call scripts remain one of the most widely used tools in the industry. So how useful is the classic script for agents alongside a shift to a remote or hybrid work environment? Figure 1: Script Usage By Work Environment.

Scripts 52

Scripts Personalization Contact Center Morale 52

Fonolo

SEPTEMBER 16, 2021

The employee playing the customer should be given scripts with different scenarios and distinct emotional reactions. According to the 2021 Customer Experience Trends report by Zendesk , 66% of customers say they’re more loyal to companies that demonstrate empathy and understanding when a customer has a problem. DID YOU KNOW?

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

SharpenCX

APRIL 22, 2021

Once agents feel calm and ready to tackle even the most heated interactions, they can flip the script and use positive language with the customer. How agents can handle complainers (+ example scripts): Empathize. Read Next] The 6 live chat support scripts you need in your internal knowledge base.

Scripts 128

Scripts Coaching Call Center Accountability 128

NobelBiz

DECEMBER 10, 2024

billion in 2021 to $422.37 Unlike static IVR systems, which rely on pre-recorded scripts, voicebots dynamically understand and respond to customer queries in real time. These advanced tools transform debt collection by combining automation, intelligence, and empathy to improve efficiency, compliance, and customer satisfaction.

Outbound sales 52

Outbound sales Analytics CRM Scripts 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

AWS Machine Learning

AUGUST 4, 2022

The repricing ML model is a Scikit-Learn Random Forest implementation in SageMaker Script Mode, which is trained using data available in the S3 bucket (the analytics layer). We use Scikit-Learn Random Forest implementation in SageMaker Script Mode. The partitioning used on the curated store is based on the data usage expected.

Scripts 120

Scripts Advertising Engineering Analytics 120

CSM Magazine

OCTOBER 11, 2021

These improvements have led to a 2021 CXA Award nomination. Avoid the use of scripts. For these reasons, we avoid the use of scripts at Insite, instead offering knowledge and advice to our agents that they can then use to speak to customers in an autonomous manner, making their own decisions on a case-by-case basis.

Scripts 97

Scripts B2C B2B Wait times 97

Russel Lolacher

JANUARY 25, 2021

In the latest 2021 edition, as in previous years, trust isn’t high. We will trust an organization that puts us ahead of their particular process (phone tree, script) or tries their hardest to fix our problem because they want us to leave feeling respected. Because it certainly mattered when they didn’t care about you.

Government 119

Government Scripts Personalization Feedback 119

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.

Finance 52

Finance SaaS Accountability Metrics 52

AWS Machine Learning

DECEMBER 12, 2023

After downloading the latest Neuron NeMo package, use the provided neox and pythia pre-training and fine-tuning scripts with optimized hyper-parameters and execute the following for a four node training. an AI start-up, and worked as the CEO and Chief Scientist in 2019-2021. He founded StylingAI Inc.,

Scripts 124

Scripts Engineering Big data Management 124

AWS Machine Learning

MAY 22, 2024

Vision-language models Since 2021, there has been a rise in interest in vision-language models (VLMs), which led to the release of solutions such as Contrastive Language-Image Pre-training (CLIP) and Bootstrapping Language-Image Pre-training (BLIP). The script also merges the LoRA weights into the model weights after training.

Scripts 135

Scripts Engineering Accountability Benchmark 135

Connecting the Dots

JUNE 30, 2021

In considering the 2021 Customer Delight study results, John Goodman concludes businesses the following is happening to optimize customer experience investments: Take the lid off talk time – look at 90 extra seconds as an investment in extra margin or an additional 10 points of loyalty. Read more about the study here.

Airlines 48

Airlines Scripts Surveys Consulting 48

AWS Machine Learning

FEBRUARY 25, 2025

We recommend running similar scripts only on your own data sources after consulting with the team who manages them, or be sure to follow the terms of service for the sources that youre trying to fetch data from. A simple architectural representation of the steps involved is shown in the following figure.

Enterprise 96

Enterprise Engineering APIs Accountability 96

JivoChat

MARCH 25, 2021

Are you interested in the state of digital marketing in 2021? 29% of live chat users hate scripted responses. Scripted canned responses, delays because the information from prior chats isn’t readily available to reps, and having customers repeatedly explain their queries over and over again to multiple reps are some of them.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Are you interested in the state of digital marketing in 2021? 29% of live chat users hate scripted responses. Scripted canned responses, delays because the information from prior chats isn’t readily available to reps, and having customers repeatedly explain their queries over and over again to multiple reps are some of them.

Wait times 52

Wait times Sales Scripts B2B 52

Satrix Solutions

JANUARY 29, 2021

Crafting scripts for the CS team to follow can be helpful to lay the groundwork for a consistent and thorough approach to the closed loop follow-up. Each script should also encourage candid discussion with customers while seeking to dig deeper into the “why” behind the survey feedback.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

AWS Machine Learning

MARCH 4, 2024

Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be. Media organizations can generate image captions or video scripts automatically.

Benchmark 145

Benchmark Finance Engineering Enterprise 145

Enghouse Interactive

JUNE 11, 2021

ContactBabel’s new Inner Circle Guide to Customer Engagement & Personalisation 2021 aims to help. That often means there are strict processes and scripts in place for agents to follow, and they are incentivised to deliver service efficiently, time after time. Moments of truth are different.

Airlines 93

Airlines Scripts Banking Self service 93

AWS Machine Learning

OCTOBER 25, 2022

These algorithms were recognized by Science magazine as the 2021 Breakthrough of the Year. Model weights are available via scripts in the GitHub repository , and the MSAs are hosted by the Registry of Open Data on AWS (RODA). The scripts to download and unzip the data are available in the download-openfold-data/scripts folder.

APIs 96

APIs Scripts Banking Engineering 96

TechSee

NOVEMBER 20, 2017

Initially, chatbots would parse language and provide a predetermined response to a question, based on an internal script. From now to 2021, the chatbot market is expected to grow by 35% a year. The way that we use chatbots, and the methods they use to respond to us, are changing. 47% of consumers would buy items from a chatbot.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117

AWS Machine Learning

JULY 8, 2024

To further streamline the event management process, DREM provides pre-built scripts that enable seamless registration of devices, which can then be fully managed remotely. Mark Ross is a Chief Architect at Eviden and has specialised in AWS for the past 8 years, gaining and maintaining all AWS certifications since 2021.

Management 125

Management Scripts Metrics Technology 125

ConvergeOne

DECEMBER 15, 2020

As we plan for 2021, here are 21 cyber tips to get your organization started. Look for malware, tools, and scripts that might have been used to look for and steal data. Cyber Tip 1: Do you know precisely what to do if you get hacked? Look for large unauthorized archive (e.g., zip, arc, etc.) Download the full white paper below.

Healthcare 40

Healthcare Scripts Education Metrics 40

AWS Machine Learning

SEPTEMBER 12, 2023

In 2021, Scalable Capital experienced a tenfold increase of its client base, from tens of thousands to hundreds of thousands. Because we have other logics—such as input data cleaning and multi-task predictions—in addition to Hugging Face model inference, we need to write a custom inference script that adheres to the SageMaker standard.

Management 126

Management APIs CRM Metrics 126

AWS Machine Learning

MAY 30, 2023

In 2021, we launched AWS Support Proactive Services as part of the AWS Enterprise Support plan. With SageMaker Processing, you can bring your own custom processing scripts and choose to build a custom container or use a SageMaker managed container with common frameworks like scikit-learn, Lime, Spark and more.

Scripts 87

Scripts Best practices Metrics APIs 87

Spearline

JULY 6, 2022

Not testing that outbound calls are connecting Our 2021 Global telecoms quality of service report showed that, in some countries in the world, almost 3% of calls fail to connect. Did the agent follow the script as appropriate? Were they polite and courteous? Did they close the call successfully?

Contact Center 98

Contact Center Telemarketing Scripts Surveys 98

AWS Machine Learning

NOVEMBER 16, 2022

According to an article by Cybersecurity Ventures, the damage caused by Ransomware (a type of malware that can block users from accessing their data unless they pay a ransom) increased by 57 times in 2021 as compared to 2015. The following parameters are required to run the script successfully: STACK_NAME – The CloudFormation stack name.

Scripts 97

Scripts Metrics Accountability Benchmark 97

ConvergeOne

MARCH 11, 2021

These bugs are being tracked as CVE-2021-26855, CVE-2021-26857, CVE-2021-26858, and CVE-2021-27065. Beginning in January 2021, Mandiant (part of FireEye) Managed Defense observed multiple instances of abuse of Microsoft Exchange Server within at least one client environment. History of Hafnium Attack.

Government 71

Government Enterprise Accountability Scripts 71