AWS Machine Learning

JULY 26, 2023

Generative AI Foundations on AWS is a new technical deep dive course that gives you the conceptual fundamentals, practical advice, and hands-on guidance to pre-train, fine-tune, and deploy state-of-the-art foundation models on AWS and beyond. Course outline 1. Learn more about generative AI on AWS. Happy trails!

Scripts 98

Scripts Engineering Benchmark Best practices 98

Quality Contact Solutions

DECEMBER 16, 2020

Recently I was asked what the key was to create a robust B2B Telemarketing Script. It’s a good question, and after having helped develop and implement thousands of successful scripts over the years, I don’t have that 30-second elevator pitch answer to that question. What is the goal of the script?

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

Beyond Philosophy

JANUARY 20, 2020

They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. Of course, she likes to cook, so she has different-sized spoons that she uses for different things. Escalating Commitment into a Sale. Then, the commitment they ask for grows.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Callminer

MAY 26, 2020

The ideal outcome for any call center agent in dealing with a customer is to efficiently resolve their concerns over the course of a single call. Such tactics as limiting transfers and ensuring problems are more thoroughly addressed in the first place can help quite a bit here. First Call Resolution.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

ShepHyken

JANUARY 25, 2019

Most callers, of course, will simply be seeking information. Knowing what customers’ concerns are will make it easier to develop a script, one that will assure callers that their specific issues are being addressed. Be certain your office has established measures to be taken if the caller is threatening.

Scripts 301

Scripts Education Best practices Personalization 301

JivoChat

JUNE 12, 2022

Ethical hacking courses enable you to learn how to perform a security assessment and implement the best practices to keep a network safe. . The Learn Ethical Hacking from Scratch course will teach you how to use more than 30 hacking tools, including Metasploit, Aircrack, and SQL Map. Cross-site scripting vulnerabilities .

Wireless 75

Wireless Scripts Engineering Best practices 75

Myra Golden Media

MARCH 27, 2018

I just finished recording a fully customized 14-module video course for a new client. Our custom courses get your employees to take some action every 4-5 minutes. After a Discovery Discussion, where we learn about your challenges and objectives, we get to work on scripting and recording right away. View this course right here.

Scripts 189

Scripts Contact Center Management Customer Service 189

Beyond Philosophy

MARCH 13, 2017

Research confirms that my success isn’t just an accident (though of course I like to think that I am exceptionally witty). Scripted jokes don’t go as well as natural and genuine banter that lets personalities shine. As I’ve gotten older, I’ve held onto my wisecracking ways and yet, I’ve been successful in business. Be natural.

Scripts 313

Scripts Consulting Consulting Customer Experience 313

JivoChat

JANUARY 31, 2023

Data-driven decisions are essential in businesses to diminish the chances of errors, and online data analyst courses will teach you how to interpret data precisely. Check out the article to know more about the courses that can help you boost your career, and increase your chances of creating successful projects.

Analytics 75

Analytics APIs Big data Scripts 75

JivoChat

JANUARY 17, 2023

If you are looking for the best online coding courses to begin a new career or enhance your knowledge in your area, we have created an amazing list for you. Check out the article and discover which course suits you best. . 8 Best Online Coding Courses. Known worldwide, Udemy offers some of the best online coding courses.

APIs 75

APIs Best practices Scripts Marketing 75

ShepHyken

JANUARY 29, 2021

Even with a knowledge base filled to the brim with product support cases, along with a killer script on their side, your agents’ effectiveness hinges on their knowledge of the product in more ways than we’d like to admit. Cultivate a continuous learning culture.

Best practices 255

Best practices Contact Center Interactive Voice Response Call Center 255

JivoChat

JUNE 29, 2022

By doing a C# course, you will be able to learn how to code using this programming language. If you are looking to start your career as a developer, you will find C# courses created for beginners and don’t require experience. It isn’t required to have any experience to take the course. Your first script.

Scripts 75

Scripts Best practices Enterprise 75

JivoChat

JUNE 13, 2022

The Power BI courses aim to help you to know how to use this business intelligence platform developed by Microsoft. With the Microsoft Power BI with Desktop for Business Intelligence course, you will be able to analyze data with Power BI, gain insights, make reports, and design dashboards. Workload: 4.5 Main topics: Power BI interface.

Analytics 75

Analytics Scripts Best practices Engineering 75

Contact Center Pipeline

SEPTEMBER 29, 2021

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business.

Scripts 147

Scripts Contact Center Management Technology 147

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Interactive agent scripts from Zingtree solve this problem. Agents can also send feedback directly to script authors to further improve processes.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Myra Golden Media

JANUARY 15, 2019

For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Our actors, Sabrine and Donovan were talented and fun.

Scripts 136

Scripts Call Center Contact Center Customer Service 136

ShepHyken

JULY 5, 2019

Just like any forum, the online world has its own codes, best practices, and of course, language – one that is imperative to know in our digital age. This means cutting out the scripts and taking on a positive and natural tone when talking. One that unlocks the opportunity to form a relationship and build customer loyalty. .

Feedback 315

Feedback Self service Best practices Scripts 315

Customers That Stick

SEPTEMBER 15, 2014

Of course, communication has many facets to it. Run your signage, phone scripts, emails, and other standard communication elements through the questions above. Does it anticipate customer questions? Does it anticipate and preempt potential service issues?

Scripts 157

Scripts Customer Service Customer Experience 157

Steve DiGioia

SEPTEMBER 30, 2019

They are never scripted and follow only 1 rule; to satisfy the specific needs of their customer so they are fulfilled and contented. A customer service professional is someone who stays the course even through their own hardships. It’s a dance between partners for the benefit of both. They Change Their Approach. Click To Tweet.

Customer Service 222

Customer Service Scripts Self service Personalization 222

Callminer

JULY 30, 2020

While sticking to set scripts can be helpful, being genuinely concerned with solving customer concerns helps customers feel valued. Of course, you should also advise your manager and make a note of your own version of events, too. They use canned, scripted responses that lack sincerity. Shem is the CMO at Tankarium.

Call Center 265

Call Center Customer Service Scripts Coaching 265

CCNG

APRIL 27, 2022

The systems were proprietary, everything was hand calculated, and the agents’ scripts were in huge eight-inch binders. Every script change had to be printed out. Over the course of the next few months, we started making changes to the operations and processes. People started registering for college courses.

CCNG 195

CCNG Contact Center Scripts Feedback 195

Steve DiGioia

JANUARY 6, 2020

Can Go Off Script. ? Nobody needs to write your words. You routinely take classes or online courses, read industry magazines, or listen to podcasts to increase your knowledge and provide value to your employer and customer. You have little need for coaxing to get it done and seldom need help from others.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Call center managers and supervisors need to train agents on the course of action to take for a vulnerable customer, and they also need to communicate regular feedback to agents to help them get better. @JourneyPure. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

ShepHyken

OCTOBER 23, 2023

Of course, we would love all reviews to be positive. 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.

Customer Service 177

Customer Service Construction Contact Center Scripts 177

TeleDirect

APRIL 7, 2025

Develop a Standardized Training Curriculum Create a comprehensive, easy-to-follow training manual that includes scripts, FAQs, escalation protocols, and examples. A: Ongoing training should occur monthly or quarterly, with refresher courses and updates as needed. Here are best practices to implement: 1.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Win the Customer

OCTOBER 5, 2016

Don’t use robotic scripts, but in-depth guidelines that allow staff to interact at a personal level while staying true to company requirements. Management candidates can pursue a master’s in project and program management through online courses to help round out their skillsets ( get more information here ).

Customer Experience 136

Customer Experience Scripts Feedback Call Center 136

Beyond Philosophy

OCTOBER 22, 2020

Of course, that intermixes with the repeated message that that “your call is important to them.” While I dislike scripts, guiding people on the type of terms you would prefer for them to use, and giving them feedback is appropriate. (What a surprise!) ” The effect is the opposite.

Journey mapping 286

Journey mapping Consulting Consulting Advertising 286

Fonolo

OCTOBER 28, 2021

They deal with a wide variety of customer concerns and personalities each day, and they must be able to interact off-script if the situation calls for it. This could include anything from covering the costs of courses and workshops to establishing an employee program for ongoing learning. Assertiveness. Invest in training.

Call Center 157

Call Center Contact Center Best practices Scripts 157

Calabrio

MARCH 5, 2025

Get a crash course in how AI-powered call quality monitoring can streamline quality managementand help you elevate the customer experience to new heights. Quality monitoring helps standardize interactions, ensuring adherence to scripts, compliance with regulations, and consistent brand messaging. Want to see how its done?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Help Scout

JULY 13, 2021

Of course, the reality is often more like chasing Ron Swanson’s swivel chair. This one was a robot, but there are plenty of real humans who aren’t able to break from the script even when the play suddenly has a new act. Be careful about scripting customer service responses too tightly. Allow for human judgement.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

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

Up Your Service

OCTOBER 25, 2016

Training provides scripts, steps, answers, and procedures to use in specific situations, while education offers a framework for creating value, developing new solutions, and building a stronger service culture. They may not know how to handle it appropriately, and fall back on their trained response in a scripted and robotic manner.

Education 110

Education Customer Service Scripts Best practices 110

Beyond Philosophy

AUGUST 22, 2024

For example, regarding customer education, she brings up Synthesia, which generates an AI voiceover for video scripts. Of course, microwave functions or product demonstrations aren’t usually the target of trickery. Moreover, it translates it into different languages for your global or multicultural audience.

Scripts 195

Scripts Education Personalization Consulting 195

Fonolo

OCTOBER 26, 2022

Of course, extrinsic and intrinsic motivation are both necessary to inspire your agents. Call center agents have pretty restrictive jobs, set hours, and scripts to follow. Agent education opportunities might include: Courses. Intrinsic motivation refers to self-fulfillment and personal satisfaction. Invest in your agents.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Talkdesk

MAY 12, 2020

Provide a script to successfully handle calls New agents should be provided with examples of appropriate greetings , transfer techniques and how to end a conversation. Allow them to listen to recordings and also provide online scripts. Once they have this understanding, they will be more motivated to provide top-notch service.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. Video courses are getting REAL. You can find a course on that. I love the options we have now to learn on demand.

Education 88

Education Healthcare Scripts Customer centricity 88

VirtualPBX

DECEMBER 17, 2019

Of course, there are many approaches to the practice – ranging from professional to Buddy the Elf (who we admire for his creativity and expeditious approach to office procedures). Feel free to add them to your office script or incorporate them into your own freestyle method of handling calls on our Business Phone System.

Scripts 90

Scripts Enterprise Personalization 90