AWS Machine Learning

SEPTEMBER 6, 2024

In this post, we discuss best practices for working with FMEval in ground truth curation and metric interpretation for evaluating question answering applications for factual knowledge and quality. We used Amazon’s Q2 2023 10Q report as the source document from the SEC’s public EDGAR dataset to create 10 question-answer-fact triplets.

Best practices 89

Best practices Metrics Sales Benchmark 89

Totango

JANUARY 3, 2024

Our software provides a robust set of integrations and SuccessBLOCs —our proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help you achieve critical business outcomes and create focus for your team.

Enterprise 119

Enterprise Best practices Analytics Metrics 119

AWS Machine Learning

NOVEMBER 15, 2024

For a qualitative question like “What caused inflation in 2023?”, However, for a quantitative question such as “What was the average inflation in 2023?”, The prompt uses XML tags following Anthropic’s Claude best practices. For instance, instead of saying “What caused inflation in 2023?”, Look at the indicators.”

APIs 113

APIs Engineering Chatbots Construction 113

AWS Machine Learning

OCTOBER 2, 2024

This two-part series explores best practices for building generative AI applications using Amazon Bedrock Agents. It’s also a best practice to collect any extra information that would be shared with the agent in a production system. For examples to get started, check out the Amazon Bedrock Agents GitHub repository.

Best practices 94

Best practices APIs Metrics Accountability 94

Cisco - Contact Center

JANUARY 10, 2023

Accelerated Digital Transformation Framework. Fundamentally, does your organization have the digital-ready foundation in place to accomplish business goals?

Banking 133

Banking Enterprise Contact Center APIs 133

Taylor Reach Group

JANUARY 6, 2023

The post Happy New Year and Welcome to 2023! To find out more about how Taylor Reach can help your company with staffing, workforce management, and AI systems, CLICK HERE to schedule a free consultation. first appeared on The Taylor Reach Group Inc.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

AWS Machine Learning

NOVEMBER 22, 2023

Code talks – In this new session type for re:Invent 2023, code talks are similar to our popular chalk talk format, but instead of focusing on an architecture solution with whiteboarding, the speakers lead an interactive discussion featuring live coding or code samples. AWS DeepRacer Get ready to race with AWS DeepRacer at re:Invent 2023!

Engineering 129

Engineering Best practices APIs Government 129

ShepHyken

SEPTEMBER 4, 2023

7 Tips for Building a Successful Customer Onboarding Process by Rahul Sridhar (G2) This blog will explore key strategies and best practices for building a successful customer onboarding process. The old saying, “It costs less to keep existing customers than to chase after new ones,” comes to mind.

Customer Service 176

Customer Service Customer retention SaaS Best practices 176

Fonolo

NOVEMBER 11, 2022

READ THE FULL GUIDE: Contact Center Trends 2023. (It You can check out all of our predictions for the upcoming year in our newest in-depth resource: Contact Center Trends 2023. 2023 Trends: A New Focus on Agent Well-Being . Here are some of the improvements we expect agents to see in 2023: . Let’s dig in! .

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

Eptica

JANUARY 6, 2023

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Published on: January 06, 2023. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams.

Customer Service 124

Customer Service Best practices Chatbots Marketing 124

ShepHyken

JANUARY 30, 2023

You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class. Top Takeaways: Learn from outside of your industry. How do you calculate ROI in CX?

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

Kapta Customer Success

AUGUST 21, 2023

Mary Grothe , CRO at PNI-HCM gave an informative presentation at KAMCon 2023 titled, " Best Practices for KAM Compensation." So, it’s essential that we take this into consideration as we build out our teams, expecting to have powerful outcomes from our KAMs.

Best practices 52

Best practices Accountability Management Sales 52

Comm100

FEBRUARY 6, 2023

In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023. 5 Customer Experience Trends of 2023 A strong customer experience is critical in helping financial institutions build lasting relationships with their customers, increase revenue, and stay ahead of the curve.

Customer Experience 97

Customer Experience Brand ambassadors Self service Chatbots 97

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Best of all, bringing all these benefits to a customer service environment comes with significant return on investment.

Customer Service 98

Customer Service Chatbots Healthcare Wait times 98

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. It’s that time! This demand is just one reason why we put SuccessBLOCs at the heart of our software.

Journey mapping 108

Journey mapping Enterprise Best practices Marketing 108

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  According to the 2023 survey, only 71% of respondents felt their training adequately prepared them for success, down three percentage points over two years.

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Cyara

FEBRUARY 8, 2024

In 2023, the dam finally broke. For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers.

Best practices 76

Best practices Contact Center Chatbots Customer Experience 76

ShepHyken

MARCH 20, 2023

8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Embrace automation in 2023 to unlock the advantages of conversational AI. Download Now WEBINAR The Conversational AI Journey: What to Expect from Start to Finish Get key insights and best practices for implementing AI-powered virtual agents in the contact center.

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers.

Customer Service 116

Customer Service Best practices Management 116

Eptica

APRIL 19, 2023

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).

Best practices 113

Best practices Management 113

CCNG

JANUARY 11, 2023

When it comes to customer service and customer experience today, what is the best approach for organizations to prepare for success? Here are a few best practices to ensure they are ready: The Three E’s: Educate (or train), engage, and empower your staff (or agents) to address all customer queries.

Customer Service 195

Customer Service CCNG Education Self service 195

Playvox

OCTOBER 12, 2022

According to an article by KPMG , more than $7 trillion dollars will be invested in making work digital by 2023. What are Best Practices for Managing Remote Contact Center Agents? What are Best Practices for Managing Remote Contact Center Agents? Avoid the Temptation to Micromanage.

Best practices 76

Best practices Contact Center Management contact center solutions 76

NobelBiz

MARCH 18, 2025

Simple Fixes Available: Issues like double dialing, ignoring DNC lists, and poor timing are common triggersbut theyre preventable with the right practices. Reputation Management Matters: Combining dialing best practices with phone number reputation monitoring helps maintain customer trust and improves answer rates.

Best practices 52

Best practices B2C Call Center Consulting 52

Transparent BPO

AUGUST 23, 2023

The 2023 Brandon Hall Group HCM Excellence Awards™ recognizes best practices for initiatives in Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Human Resources, Sales Performance, Diversity, Equity & Inclusion, and the Future of Work.

Best practices 118

Best practices Sales Management outsourcing 118

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Q: What one process should CS leaders focus on in 2023?

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

Eptica

JANUARY 13, 2023

Date: Friday, January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Understanding the options for call recording in Microsoft Teams Published on: January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Recording calls and other customer service interactions is key for compliance, quality control and improving the overall (..)

Best practices 105

Best practices Customer Service Management 105

Cisco - Contact Center

APRIL 6, 2023

Ask anyone who’s attended Cisco Live, and you’re sure to hear it’s a great place to learn about the latest technologies, best practices, and industry trends. Cisco Live is the premier event for IT n… Read more on Cisco Blogs

Best practices 92

Best practices Technology Education 92

Eptica

NOVEMBER 3, 2023

Date: Friday, November 3, 2023 Author: Pauline Ashenden - Demand Generation Manager 6 attributes to look for in your CCaaS provider Published on: November 03, 2023 Author: Pauline Ashenden - Demand Generation Manager Not all CCaaS solutions, or vendors, are the same.

Best practices 101

Best practices Technology Management Customer Service 101

Revation Systems

JANUARY 5, 2023

Now that I’ve (hopefully) illustrated the connection security has in developing trust, let’s talk about best practices when evaluating prospective vendors to ensure they pass the trust test. Third-party validation – Look for third-party validation through compliance and industry best practices.

Best practices 62

Best practices Morale B2B SaaS 62

Fonolo

NOVEMBER 22, 2022

Contact Center Trends 2023. Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. If you’re unsure where to start searching, we’ve got some great programs for you to explore below.

Call Center 147

Call Center Management Benchmark Contact Center 147

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023. However, if it follows and implements some best practices, it can minimize all such drawbacks.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

AWS Machine Learning

MARCH 18, 2025

The produced query should be functional, efficient, and adhere to best practices in SQL query optimization. Can you provide me the sales at country level for 2023 ?") st.write("- **Good Input :** Write an query to extract sales at country level for orders placed in 2023 ") st.write("- Every input is processed as tokens.

Enterprise 92

Enterprise Chatbots Engineering Metrics 92

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 180

Customer Service Contact Center Customer centricity Banking 180

AWS Machine Learning

JANUARY 28, 2025

Remember to always following the least privilege access principle. We can find this information conveniently on the Amazon Bedrock console in the API request sample section, and look at value of the body. The following example is the content template for Anthropics Claude 3 Haiku: output_jmespath = "content[0].text"

Management 95

Management APIs Engineering Metrics 95

ShepHyken

FEBRUARY 25, 2024

Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. Louis Magazine) Shep Hyken helps organizations around the world learn and implement best practices for serving people in a variety of industries. This is great information for anyone who has a customer support department.

Customer Service 166

Customer Service Customer advocacy Average Handle Time Customer centricity 166