Remove Calibration Remove Feedback Remove Training
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Guest Blog: How to Build a Comprehensive Onboarding Module for Customer Service Training

ShepHyken

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. In other words, the success of a business is directly impacted by how well the customer service team is trained. Building an onboarding module.

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Building Your Best Culture in 2019

CX Accelerator

You might take some ideas from what they did: All leaders attended Situational Leadership II training. I've attended it as well, and found it to be one of the most practical and useful training programs for developing people.All individual contributors attended Situational Self-Leadership training. How do you think you’re doing?Anything

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Best Practices for Auditing Calls to Maintain High QA Standards

TeleDirect

Identifying training and development opportunities for agents. Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Use data to develop targeted training and refine call center processes. Regular feedback sessions and collaborative evaluations.

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Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

Employees expect and deserve feedback and guidance on their performance. Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair. Most companies skip calibration, but I don’t want you to make this mistake. Expecting Coaches to Coach Without Training.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Reduce Turnover – Keeping a stable team will help you to reduce training costs and time. To implement continuous training. Most centers do front-end training and that’s pretty much it. They don’t do anything else except maybe monitor a few calls and give some feedback. Srii Srinivasan. Chargebackgurus.

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Time to Fire your Training Department?

BetterXperience

So naturally, it’s time to find someone or something to blame so everyone else can feel better – you call it a post-mortem and almost every time you end up blaming training or “finding opportunities to improve training”. Is there really a bad customer interaction with your employees that isn’t the fault of training?

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Improve multi-hop reasoning in LLMs by learning from rich human feedback

AWS Machine Learning

In this post, we show how to incorporate human feedback on the incorrect reasoning chains for multi-hop reasoning to improve performance on these tasks. Those confident but nonsensical explanations are even more prevalent when LLMs are trained using Reinforcement Learning from Human Feedback (RLHF), where reward hacking may occur.