SharpenCX

MARCH 24, 2020

According to Gallup’s Re-Engineering Performance Management research, measurement is a positive pillar for developing employees. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. Industry Standards: How do you Stack Up Against Your Peers?

industry standards 52

industry standards Metrics Call Center Wait times 52

AWS Machine Learning

NOVEMBER 28, 2023

Consequently, establishing mechanisms to assess and manage risk is an important process for AI practitioners to consider and has become a core component of many emerging AI industry standards (for example, ISO 42001 , ISO 23894 , and NIST RMF ) and legislation (such as EU AI Act ).

industry standards 135

industry standards Engineering Enterprise Government 135

Talkdesk

APRIL 22, 2019

Amazon continually manages risk and undergoes recurring assessments to ensure compliance with industry standards. The Engineering Security team tracks such issues and follows up frequently until they can verify that the issues have been remediated. Internal penetration tests are also conducted by the Engineering Security team.

industry standards 15

industry standards Engineering Cloud contact Enterprise 15

AWS Machine Learning

JULY 11, 2024

Agents for Amazon Bedrock automates the prompt engineering and orchestration of user-requested tasks. This solution uses Retrieval Augmented Generation (RAG) to ensure the generated scripts adhere to organizational needs and industry standards. A key feature is the agent’s ability to dynamically interact with users.

Scripts 139

Scripts APIs Engineering industry standards 139

AWS Machine Learning

MARCH 14, 2024

We provide an overview of key generative AI approaches, including prompt engineering, Retrieval Augmented Generation (RAG), and model customization. Building large language models (LLMs) from scratch or customizing pre-trained models requires substantial compute resources, expert data scientists, and months of engineering work.

Best practices 136

Best practices Engineering Chatbots Enterprise 136

AWS Machine Learning

OCTOBER 2, 2024

This is often referred to as platform engineering and can be neatly summarized by the mantra “You (the developer) build and test, and we (the platform engineering team) do all the rest!” Malcolm Orr is a principal engineer at AWS and has a long history of building platforms and distributed systems using AWS services.

Government 129

Government APIs Enterprise Best practices 129

AWS Machine Learning

APRIL 18, 2024

Traditionally, cloud engineers learning IaC would manually sift through documentation and best practices to write compliant IaC scripts. These generated scripts are tailored to meet your organization’s unique requirements while conforming to industry standards for security and compliance.

Scripts 131

Scripts Best practices Engineering Accountability 131

Talkdesk

APRIL 15, 2019

The Engineering Security teams work closely with Site Reliability Engineering teams to remediate or mitigate any cloud infrastructure configuration risks that are found in our AWS environments. with an industry standard ECDHE-RSA-AES128-SHA256 cipher. For data in transit, we use TLS 1.2

Wireless 81

Wireless industry standards Engineering Cloud contact 81

IdeasUnlimited

FEBRUARY 14, 2024

The company takes pride in delivering high-quality digital marketing solutions that transcend industry standards. Services Offered by The Digital Edge Search Engine Optimization (SEO): Search Engine Optimization (SEO) serves as the bedrock of a robust online presence, and at The Digital Edge, it is approached with strategic precision.

Marketing 98

Marketing Engineering industry standards Advertising 98

AWS Machine Learning

MAY 9, 2024

Examples of such standards include: Development framework – Establishing standardized frameworks for AI development, deployment, and governance provides consistency across projects, making it easier to adopt and share best practices. Vikram Elango is a Sr. AI/ML Specialist Solutions Architect at AWS, based in Virginia, US.

Government 133

Government Best practices Benchmark Metrics 133

Tethr

DECEMBER 21, 2021

This problem isn’t unique–in fact, it’s an industry standard. If your beautiful Ford Mustang’s engine is making a funny noise, most of us aren’t going to head out to our garage and take our own engine apart to figure out what’s wrong with it. Understanding how issue sensing works for you.

Engineering 97

Engineering Contact Center industry standards Analytics 97

ChurnZero

NOVEMBER 26, 2024

Use industry-standard titles where possible. Secondary Responsibilities: Collaborate closely with sales, marketing, product, engineering, and other teams to ensure a seamless customer journey. Avoid overly creative titles. This helps candidates understand the role expectations and how it aligns within the organization.

SaaS 52

SaaS Upselling Enterprise industry standards 52

AWS Machine Learning

NOVEMBER 16, 2023

Amazon SageMaker provides purpose-built tools for machine learning operations (MLOps) to help automate and standardize processes across the ML lifecycle. This enables Philips ML engineers and developers to provide updates, bug fixes, and future enhancements without disrupting the entire system.

Healthcare 125

Healthcare Government Engineering APIs 125

AWS Machine Learning

SEPTEMBER 22, 2023

Reinforcement Learning from Human Feedback (RLHF) is recognized as the industry standard technique for ensuring large language models (LLMs) produce content that is truthful, harmless, and helpful. Gone are the days when you need unnatural prompt engineering to get base models, such as GPT-3, to solve your tasks.

Engineering 131

Engineering Feedback industry standards Benchmark 131

AWS Machine Learning

SEPTEMBER 23, 2024

We share how Rocket Mortgage’s use of AWS services set a new industry standard and demonstrate how to apply these principles to transform your client interactions and processes with speed and scalability. Alex Hamilton is a Director of Engineering at Rocket Mortgage, spearheading the AI driven digital strategy to help everyone home.

Analytics 120

Analytics First call resolution Banking Interactive Voice Response 120

AWS Machine Learning

APRIL 17, 2023

There is no industry standard for distillation, and many techniques are experimental. Prompt engineering Prompt engineering refers to efforts to extract accurate, consistent, and fair outputs from large models, such text-to-image synthesizers or large language models.

Engineering 104

Engineering Benchmark Scripts industry standards 104

AWS Machine Learning

NOVEMBER 22, 2023

Hear best practices for using unstructured (video, image, PDF), semi-structured (Parquet), and table-formatted (Iceberg) data for training, fine-tuning, checkpointing, and prompt engineering. This session uses the Claude 2 LLM as an example of how prompt engineering helps to solve complex customer use cases. Reserve your seat now!

Engineering 138

Engineering Best practices APIs Government 138

Callminer

AUGUST 1, 2017

Since time is money in a contact center, first contact resolution is a primary goal, regardless of the industry. The routing engine delivering the contacts must be optimized in such a way that your customer’s experience is both brief and successful.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

APRIL 23, 2024

As you build applications on AWS, aligning RAG applications with the AWS Well-Architected Framework provides a solid foundation for building enterprise-grade solutions that drive business value while adhering to industry standards. In her free time, she likes to go for long runs along the beach. Nitin Eusebius is a Sr.

APIs 128

APIs Enterprise Scripts Accountability 128

Spearline

OCTOBER 5, 2021

The test calls are recorded, and the audio quality is measured using the industry-standard Perceptual Evaluation of Speech Quality (ITU P.862 Arnie Chencinski, Senior Voice Network Engineer, Zoom. Here at Spearline, we have conducted millions of test calls worldwide, resulting in billions of data points.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

AWS Machine Learning

SEPTEMBER 12, 2024

Thomson Reuters experimented with pre-training open source FMs, such as MPT, Flan-T5, and Mistral, and compared against industry standard commercial models, such as OpenAI’s GPT-4. About the Authors John Duprey is a Distinguished Engineer at Thomson Reuters Labs with over 25 years of experience.

Enterprise 108

Enterprise Engineering Technology industry standards 108

AWS Machine Learning

NOVEMBER 7, 2023

Foundation Models Pharma Ad Generator – A specialized application tailored for the pharmaceutical industry. Harnessing the generative capabilities of foundational models, this tool creates convincing and compliant pharmaceutical advertisements, ensuring content adheres to industry standards and regulations.

Enterprise 121

Enterprise APIs Engineering Accountability 121

CSM Magazine

MARCH 22, 2023

Macaw Security Solutions can now optimise how its installation and maintenance engineers are deployed, with real-time tracking and intelligent scheduling, as well as reducing its reliance on paperwork. Operating from its Birmingham headquarters, Macaw covers the whole of the UK and is accredited to the highest industry standards.

Engineering 52

Engineering Finance Construction CRM 52

AWS Machine Learning

JUNE 25, 2024

Solution overview The Neuron Monitor container solution provides a comprehensive monitoring framework for ML workloads on Amazon EKS, using the power of Neuron Monitor in conjunction with industry-standard tools like Prometheus , Grafana , and Amazon CloudWatch. Ziwen Ning is a software development engineer at AWS.

Metrics 97

Metrics Best practices Analytics Accountability 97

Tethr

JUNE 22, 2021

Often, these middle-of-the-road calls could easily have been low-effort calls with a score between 7-10… But the agent just didn’t do anything to engineer a low-effort experience, so the call is left in the middle. For medium effort calls, you can often easily improve these calls with just a little extra effort.

Customer effort 78

Customer effort industry standards Metrics Surveys 78

24-7 InTouch

JULY 12, 2024

Why It Matters: Interdisciplinary Synergy: Integrating trust and safety with AI engineering fosters holistic AI development, enhancing safety and reliability for users and stakeholders. Bias Mitigation: Alignment between trust and safety protocols and AI development prevents biases in AI models, promoting fairness and inclusivity.

industry standards 52

industry standards Government Engineering Technology 52

CSM Magazine

FEBRUARY 16, 2023

Product Manager Product managers are responsible for planning, developing, launching and managing their organization’s product lines or services on a daily basis through research into market trends, customer feedback and competitor analysis reports as well as coordinating departmental efforts across marketing departments when necessary for successful (..)

Technical Support 52

Technical Support industry standards Engineering Accountability 52

Connect

OCTOBER 10, 2024

In today’s hyper-connected world, where the need to deliver personalised engagement and intuitive customer service has become the minimum industry standard, contact centres have become a hub of personal customer data.

industry standards 57

industry standards Cloud contact outsourcing Chatbots 57

delighted

APRIL 27, 2021

You can work with your engineering team to build improvements, but how do you know these changes will impact the customers it is meant to help? Marketers use multiple products and platforms to deliver ads to the right users, so we need to make sure our platform works with other external platforms and abides by industry standards.

Feedback 98

Feedback Surveys Management Advertising 98

CSM Magazine

JULY 8, 2024

These solutions are engineered to adapt to varying volumes of customer onboarding processes across platforms such as mobile applications or web interfaces. By adopting technologies, businesses can strengthen security protocols, streamline operations, meet industry standards, and enhance overall customer satisfaction.

Banking 52

Banking industry standards Finance Government 52

Vonage

MAY 23, 2017

It’s also important to know if your contact center is meeting the industry standards – and where it falls short. Our upcoming webinar, “How Does your Contact Center Stack Up?” will offer insight on this very topic.

Contact Center 48

Contact Center Benchmark First call resolution industry standards 48

Call Journey

OCTOBER 20, 2018

Until recently, the industry standard for reviewing calls coming through a contact center oscillated below 2%. Call Journey’s processing engine not only speeds up this process but also improves it greatly thanks to a unique output containing: Customer Emotion and Sentiment. Temkin quote. Agent Sentiment and Emotion.

Scripts 45

Scripts Customer emotions industry standards Contact Center 45

USAN

JULY 24, 2018

For the first time ever, commercial Kubernetes applications are available to deploy with one click to Google Kubernetes Engine with a usage-based pricing model. Commercial Kubernetes applications can be deployed on-premises or even on other public clouds through the Google Cloud Platform Marketplace.

Interactive Voice Response 45

Interactive Voice Response Enterprise industry standards Self service 45

OctopusTech

AUGUST 14, 2023

Redesigning also includes search engine optimization, optimizing website speed, monitoring technical performance, and responsive web design. We believe that you should design it to meet the latest industry standards, organizational goals, and the needs of customers. This will lower your opportunity to rank on search engines.

Engineering 62

Engineering Advertising Sales Technology 62

Mindtouch

JULY 19, 2017

Google announced that they would be slightly favoring HTTPS web traffic back in 2014, but as HTTPS becomes more of an industry standard, it seems that Google is feeling comfortable to more openly favor it over the unsecured HTTP. They’re projecting that number to jump to nearly three out of every four sites by the end of 2017.

industry standards 54

industry standards Best practices Engineering 54

AWS Machine Learning

NOVEMBER 30, 2023

FM evaluations provides actionable insights from industry-standard science, that could be extended to support customer-specific use cases. Verifiable evaluation scores are provided across text generation, summarization, classification and question answering tasks, including customer-defined prompt scenarios and algorithms.

Construction 115

Construction Metrics industry standards Benchmark 115

CSM Magazine

SEPTEMBER 19, 2024

The external CTO can implement robust security protocols, conduct risk assessments, and ensure that the technology infrastructure adheres to industry standards. Skilled Workforce: Bulgaria boasts a highly educated workforce with a strong emphasis on technology and engineering.

outsourcing 52

outsourcing Government Education Technology 52