AWS Machine Learning

OCTOBER 16, 2024

The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes. This includes the ability to filter on multiple criteria including Dates and Languages, Average Handle Time per Components and Unit Managers, and Speech time vs. Silence Time.

Customer Service 87

Customer Service Scripts Coaching Finance 87

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Netomi

SEPTEMBER 30, 2021

Not just in business, but for entertainment purposes as well. In this scenario, you likely engaged with a scripted, rules-based chatbot, with little to no conversational AI. There are several notable differences between conversational AI chatbots and scripted chatbots. Conversational AI is growing more prevalent every day.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52

Tethr

JANUARY 30, 2020

Script adherence Proper greeting Required closing Compliance (proper authentication, retrieval of account number, disclosure statement) Skills & behaviors (professionalism, empathy, subject matter expertise, confidence, friendliness). Stop entertaining a broken system. Here are some points they are ticking off their boxes.

Call Center 80

Call Center Scripts Average Handle Time Entertainment 80