AWS Machine Learning

JANUARY 4, 2024

In this post, we provide an introduction to text to SQL (Text2SQL) and explore use cases, challenges, design patterns, and best practices. Today, a large amount of data is available in traditional data analytics, data warehousing, and databases, which may be not easy to query or understand for the majority of organization members.

Best practices 140

Best practices Enterprise Engineering APIs 140

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Six Best Practices for B2B Customer Segmentation. What Is B2B Customer Segmentation?

Best practices 106

Best practices B2B Journey mapping Upselling 106

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. Its sophisticated features, such as AI-powered chatbots, predictive analytics, and knowledge bases, enable faster response and resolution times.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. By harnessing the information each of the above metrics presents you with, it is possible to consistently improve your call center’s performance over time. What metrics does your business make use of the most?

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

NobelBiz

MAY 9, 2023

OMNI+ powered by SafeSelect is here to end all present and future compliance-related issues. – Brad Butler, Contact Center Software Consultant @ NobelBiz Key Best Practices for Dialer Software Optimization Of course, every business is different and true optimization will factor in the specific elements of each and every campaign.

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Best practices Call Center Gamification Contact center software 98

AWS Machine Learning

APRIL 29, 2025

In this post, we present an LLM migration paradigm and architecture, including a continuous process of model evaluation, prompt generation using Amazon Bedrock, and data-aware optimization. We also discuss the lessons learned and best practices for you to implement the solution for your real-world use cases.

Metrics 84

Metrics Engineering Best practices Benchmark 84

Totango

NOVEMBER 21, 2019

Best Practices for Improving Customer Satisfaction NPS Scores. Here are some best practices you can use to improve customer satisfaction : Track Progress. Compose a specialized message and present it to customers in a series of communications. If you discover customers who have low NPSs, don’t despair.

Best practices 93

Best practices Metrics Customer advocacy Education 93

CCNG

MAY 27, 2021

Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center.

Consulting 195

Consulting Consulting Contact Center Gamification 195

AWS Machine Learning

NOVEMBER 19, 2024

These sessions, featuring Amazon Q Business , Amazon Q Developer , Amazon Q in QuickSight , and Amazon Q Connect , span the AI/ML, DevOps and Developer Productivity, Analytics, and Business Applications topics. In this session, learn best practices for effectively adopting generative AI in your organization.

APIs 102

APIs Enterprise Best practices Government 102

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. When using LLMs as a judge, make sure to apply prompt safety best practices. Question Answer Fact Who is Andrew R.

Best practices 93

Best practices Metrics Sales Benchmark 93

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Shep Hyken, Chief Amazement Officer at Shepard Presentations.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

NOVEMBER 1, 2024

In this post, we explore the best practices and lessons learned for fine-tuning Anthropic’s Claude 3 Haiku on Amazon Bedrock. However, achieving optimal performance with fine-tuning requires effort and adherence to best practices.

Best practices 98

Best practices APIs Finance Engineering 98

Talkdesk

FEBRUARY 27, 2020

Studies show that businesses that build or migrate their contact centers to the cloud present a 83% higher likelihood to have a formal process for assessing agent productivity, as well as a reduction of 27% in costs and 35% in downtime. Data analytics clearly witness improved productivity, which in turn enhances important business decisions.

Best practices 80

Best practices Abandon rate Contact Center Analytics 80

Callminer

SEPTEMBER 1, 2020

The two-day event – hosted by bestselling author and customer service and experience expert, Shep Hyken – featured dynamic keynote presentations from four of renowned CX experts. The great online kick-off. The show goes on. CETX 2020: It was a cyber success.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. To utilize your call recordings in the most efficient way you can, use tools such as speech analytics to automatically analyse and score 100% of recordings.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Lumoa

DECEMBER 18, 2017

60% of all shoppers stopped at a booth with 24 jams and the number dropped to 40% when there were only 6 jams presented. The surprising discovery was that when six jams were presented, 30% of shoppers purchased, whereas when 24 were offered, the purchase rate was only 3%. The future of the feedback analysis - text and voice analytics.

Analytics 102

Analytics Customer Experience Journey mapping Automotive 102

ShepHyken

AUGUST 1, 2017

Jeff works closely with industry analysts and has been a frequent presenter at industry events on subjects including consumer engagement strategy, customer analytics, digital marketing and customer journey best practice. About: Jeff Nicholson is a recognized customer engagement thought leader.

Education 202

Education Self service Best practices CRM 202

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Understanding the deeper differences between these two similar, but different, types of organizations can help decision-makers in choosing the best options for their own businesses.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

Taylor Reach Group

AUGUST 26, 2020

The sample chart below presents ‘Frequency’ versus ‘FCR’ for 5 different call types with overall FCR of 83%. The post Improving First Contact Resolution – An Analytical Model first appeared on The Taylor Reach Group Inc. Perhaps there is a call type with very low FCR but it won’t matter too much if it is a very infrequent call type.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

AWS Machine Learning

MARCH 18, 2025

These reports can be presented to clinical trial teams, regulatory bodies, and safety monitoring committees, supporting informed decision-making processes. They provide feedback, make necessary modifications, and enforce compliance with relevant guidelines and best practices.

Healthcare 114

Healthcare Analytics Consulting Consulting 114

Callminer

JULY 22, 2020

Presenting affected parties with a clear, concise termination letter is an appropriate formal gesture meant to clarify that their professional relationship with your company has ended, but not all termination letters can or should be handled in the exact same way. Information about the notice period.

Call Center 182

Call Center Customer Service Best practices Coaching 182

TeleDirect

MARCH 14, 2025

Why Time Zone Management Matters for Customer Service Managing customers across multiple time zones presents unique challenges, including: Delayed response times leading to customer frustration. Ensure they provide real-time reporting and analytics to track customer interactions.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

AWS Machine Learning

JANUARY 21, 2025

Follow ServiceNow documentation to create community instances and follow their best practices. To test Amazon Lex to create a ServiceNow ticket for information not present in the knowledge base, enter the question Create a ticket for password reset and press Enter. Then press Enter. Open that URL in a new browser tab.

Self service 85

Self service Best practices Accountability Government 85

JivoChat

MAY 16, 2022

Set Up Google Analytics. Along with Google Search Console, Google Analytics is a valuable tool when it comes to analyzing your website. For example, creating more engaging content, and persuasive calls to action based on the data you gather from Google Analytics reports. . Create a Sitemap. Insert Internal Links.

Best practices 75

Best practices Engineering Analytics Marketing 75

CSM Magazine

FEBRUARY 28, 2025

This article explores the critical importance of data governance in financial services and presents six key reasons why these services are indispensable for robust fraud prevention strategies. Data Governance Best Practices in Financial Services Across each of these six areas, certain best practices play a consistent, foundational role.

Government 52

Government Finance Best practices Banking 52

ROI CX Solutions

APRIL 29, 2025

From chatbots that instantly handle inquiries to advanced analytics that forecast customer needs, AI is unlocking new levels of efficiency, personalization, and satisfaction. Proactively presenting solutions to problems increases trust in your business and demonstrates to customers that you value their business, time, and satisfaction.

Customer Support 64

Customer Support Interactive Voice Response Chatbots Coaching 64

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Callminer

JULY 30, 2020

Speech analytics solutions like CallMiner Eureka help to improve the customer experience by consolidating intelligence from not only what was said, but how it was said, along with intent and emotional intelligence to provide actionable insights quickly. Remember to present the recap from the customer’s perspective. Acknowledge.

Call Center 265

Call Center Customer Service Scripts Coaching 265

AWS Machine Learning

NOVEMBER 12, 2024

Answer: 1 Please provide an analysis and interpretation of the results to answer the original {question}. """ } ] We see that with additional prompting the model uses all of the volatility columns in the dataset (1-year, 3-year, and 5-year) and provides output suggestions for when data is present or missing in the volatility columns.

Engineering 113

Engineering Real estate Government Big data 113

Global Response

FEBRUARY 17, 2025

Predictive Analytics and Proactive Service: Analyzing VoC data historically allows businesses to forecast demand, predict trends, and ensure agents are prepared to handle customer inquiries during peak seasons, improving overall support efficiency. Look at your data to predict trends. Do certain issues only arise at peak seasons?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Call Center Weekly

APRIL 9, 2018

But, before we plan for the future, we must live in the present and deal with the problems of today. During this time, Chris has consulted with many clients, large and small on best practices and provided strategic guidance on improving inbox placement. I personally don't know of another way to think. This is not shortsighted.

Best practices 143

Best practices Consulting Consulting Feedback 143

OctopusTech

JULY 21, 2023

It helps to generate analytics and reports to properly manage customer interactions. Data analytics from CDPs can be used by sales, marketing, and other internal teams. If a business wants to be successful in the present and the future, then it has to make an informed data-driven decision.

Best practices 62

Best practices Management Upselling Sales 62

AWS Machine Learning

APRIL 30, 2025

However, the journey from production-ready solutions to full-scale implementation can present distinct operational and technical considerations. For more information, you can watch the AWS Summit Milan 2024 presentation. Hassen Riahi is a Delivery Practice Manager Data & AI at AWS Professional Services.

Government 67

Government Engineering Enterprise APIs 67

Fonolo

AUGUST 3, 2021

We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. But the way you present these stats can make all the difference between showing numbers and graphs and telling a story that can help your operations improve. The difference between reporting and analytics.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

SmartAction

FEBRUARY 13, 2024

Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and DSW. This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries.

Best practices 65

Best practices Management Virtual Agent Chatbots 65

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Ask yourself: Is the information presented in a way that will appeal to our agents? 5 Best Practices for Training Remote Call Center Agents. Share analytics with your agents.

Call Center 148

Call Center Abandon rate Gamification Education 148