ShepHyken

MAY 31, 2021

How to Speak Human: Words You Should Never Say to Customers by Joseph Michelli, Ph.D. Linkedin Pulse) Customer service scripts are tempting from the perspective of experience consistency, but it is hard to be authentic and inspired when you are reading someone else’s words. 4 Ways To Improve Your Customer Effort Score by Scott Clark.

Customer Service 339

Customer Service Chatbots Customer effort Scripts 339

TechSee

FEBRUARY 10, 2025

Rather than relying on static scripts, Sophie autonomously decides how to engage. This is what AI-driven customer service delivers—efficiency, improved CX metrics like NPS and CSAT, and real ROI to satisfy executive stakeholders. Visual troubleshooting? Step-by-step voice support? Chat-based visual guidance?

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

AWS Machine Learning

NOVEMBER 15, 2024

In this post, we introduce the core dimensions of responsible AI and explore considerations and strategies on how to address these dimensions for Amazon Bedrock applications. For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets.

APIs 113

APIs Government Best practices Metrics 113

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. How to measure your Customer Satisfaction Score .

Metrics 109

Metrics Journey mapping Surveys Coaching 109

AWS Machine Learning

FEBRUARY 12, 2025

This post demonstrates how to use Medusa-1, the first version of the framework, to speed up an LLM by fine-tuning it on Amazon SageMaker AI and confirms the speed up with deployment and a simple load test. This repository is a modified version of the original How to Fine-Tune LLMs in 2024 on Amazon SageMaker.

Scripts 79

Scripts Metrics Engineering Accountability 79

AWS Machine Learning

DECEMBER 7, 2022

This post shows how Amazon SageMaker enables you to not only bring your own model algorithm using script mode, but also use the built-in HPO algorithm. You will learn how to easily output the evaluation metric of choice to Amazon CloudWatch , from which you can extract this metric to guide the automatic HPO algorithm.

Scripts 94

Scripts Metrics Healthcare Accountability 94

AWS Machine Learning

OCTOBER 24, 2024

In this first post, we focus on the basics of RAG architecture and how to optimize text-only RAG. The second post outlines how to work with multiple data formats such as structured data (tables, databases) and images. In part 2 of this post, we will discuss how to extend this capability to images and structured data.

Chatbots 91

Chatbots Metrics Scripts APIs 91

AWS Machine Learning

AUGUST 2, 2024

Investors and analysts closely watch key metrics like revenue growth, earnings per share, margins, cash flow, and projections to assess performance against peers and industry trends. Traditionally, earnings call scripts have followed similar templates, making it a repeatable task to generate them from scratch each time.

Engineering 132

Engineering Scripts Metrics APIs 132

Callminer

JANUARY 18, 2021

Encourage agents to cheer up callers with more flexible scripting. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Agents must know how to be right without telling callers they are wrong.

Best practices 226

Best practices Call Center Contact Center Scripts 226

AWS Machine Learning

JULY 2, 2024

In this blog post, we show how we optimized torch.compile performance on AWS Graviton3-based EC2 instances, how to use the optimizations to improve inference performance, and the resulting speedups. We benchmarked 45 models using the scripts from the TorchBench repo. Starting with PyTorch 2.3.1, Starting with PyTorch 2.3.1,

Benchmark 122

Benchmark Scripts Metrics APIs 122

AWS Machine Learning

AUGUST 18, 2022

One of the challenges encountered by teams using Amazon Lookout for Metrics is quickly and efficiently connecting it to data visualization. The anomalies are presented individually on the Lookout for Metrics console, each with their own graph, making it difficult to view the set as a whole. Overview of solution.

Metrics 87

Metrics Scripts Accountability Best practices 87

Fonolo

OCTOBER 26, 2022

Your first step to inspiring your agents at work is to recognize how difficult their jobs can be. . You’ll scramble to find new talent, and your customer experience, profits, and metrics will suffer. Call center agents have pretty restrictive jobs, set hours, and scripts to follow. Today, we’ll walk through ways to do that.

Call Center 142

Call Center Abandon rate Education Contact Center 142

AWS Machine Learning

JULY 1, 2024

Additionally, we walk through a Python script that automates the identification of idle endpoints using Amazon CloudWatch metrics. This script automates the process of querying CloudWatch metrics to determine endpoint activity and identifies idle endpoints based on the number of invocations over a specified time period.

Scripts 116

Scripts Metrics Best practices Management 116

Callminer

JUNE 3, 2019

The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. These situations put your employees at a high risk to not correctly solve a customer inquiry—something that simply can’t be resolved with a script. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

AWS Machine Learning

FEBRUARY 29, 2024

You can then iterate on preprocessing, training, and evaluation scripts, as well as configuration choices. framework/createmodel/ – This directory contains a Python script that creates a SageMaker model object based on model artifacts from a SageMaker Pipelines training step. script is used by pipeline_service.py The model_unit.py

Scripts 124

Scripts Engineering Metrics Best practices 124

AWS Machine Learning

AUGUST 11, 2022

This post shows you how to use an integrated solution with Amazon Lookout for Metrics and Amazon Kinesis Data Firehose to break these barriers by quickly and easily ingesting streaming data, and subsequently detecting anomalies in the key performance indicators of your interest. You don’t need ML experience to use Lookout for Metrics.

Metrics 91

Metrics APIs Scripts Wireless 91

Callminer

JULY 22, 2018

challenges can include how to effectively manage and support customer service agents staffed all over the world. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds. script compliance, product knowledge, etc.) 3) Performance.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

TeleDirect

MAY 12, 2023

Metrics and KPI tracking will help you do this with ease. Measuring and examining your call center metrics and KPIs (key performance indicators) will provide valuable information about your outbound call center’s performance and identify any weak spots. Do they use the proper scripting and verbiage? We love a good phone call.

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. The metrics used to measure an at-home agent’s performance will probably be different since they may work flexible hours or handle a specific type of incoming call. Personalize their training. Use gamification. Recognize their efforts.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

AWS Machine Learning

JUNE 17, 2024

This post focuses on how to achieve flexibility in using your data source of choice and integrate it seamlessly with Amazon SageMaker Processing jobs. We use a preprocessing script to connect and query data from a PrestoDB instance using the user-specified SQL query in the config file.

Scripts 124

Scripts Engineering Metrics Big data 124

NobelBiz

SEPTEMBER 3, 2024

In this article, we’ll be discussing how to measure call center productivity, common causes of low productivity, and methods to boost efficiency in your call center. How to Calculate Call Center Productivity? Measure Agent Productivity Implement tools that show, in real time, the performance metrics of all agents.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

Outsource Consultants

MARCH 18, 2025

This article dives into key market trends (including cost benefits and regional considerations), real-world success stories of outsourcing, the impact of AI-driven disruptions in call centers, and how to balance automation with human agents for superior customer interactions. What Makes a Call Center Service Effective?

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

AWS Machine Learning

MAY 29, 2024

In this blog post, we demonstrate how to fine-tune and deploy the LLaVA model on Amazon SageMaker. bin/bash # Set the prompt and model versions directly in the command deepspeed /root/LLaVA/llava/train/train_mem.py --deepspeed /root/LLaVA/scripts/zero2.json The source code is available in this GitHub repository.

Scripts 133

Scripts Healthcare Metrics Finance 133

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Good scripting can lessen the amount of decision making, but another way to counteract.

Call Center 182

Call Center Management Scripts Coaching 182

AWS Machine Learning

NOVEMBER 10, 2023

Let’s dive deeper and discover how we can use custom training code, deploy it, and run it, while exploring the hyperparameter search space to optimize our results. How to build an ML model and perform hyperparameter optimization What does a typical process for building an ML solution look like?

Scripts 118

Scripts Metrics Feedback Enterprise 118

CSM Magazine

JANUARY 2, 2025

Lets explore how to embed empathy into your customer support operations. You need to show them how. Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions. Scripts shouldnt box agents into rigid responses.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Quality Contact Solutions

OCTOBER 4, 2022

For businesses to be successful, it’s essential to determine how to get quality leads. Here’s How to Generate Leads. If you want to know how to generate leads for your company, try to put yourself in the consumer’s mind. Our next best practice in how to generate leads is to focus on your website.

Best practices 111

Best practices Telemarketing outsourcing B2B 111

AWS Machine Learning

MAY 31, 2024

In the sample Jupyter notebook we show how to download FASTA files from GenBank, convert them into FASTQ files, and then load them into a HealthOmics sequence store. Training on SageMaker We use PyTorch and Amazon SageMaker script mode to train this model. You can, for example, use the boto3 library to obtain this S3 URI.

Biotechnology 113

Biotechnology Scripts Healthcare APIs 113

Callminer

JULY 5, 2018

To be truly efficient, a contact center must look at agent productivity, expenses, and how to eliminate steps in the agent’s process all while still satisfying customer needs and delivering a positive experience. Once you input these metrics, the software automatically scores every interaction. Customize trainings.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

Steve DiGioia

JANUARY 6, 2020

Curious. ? Interested in why things are, why they happen, and how to improve on the present way of doing things. Can Go Off Script. ? Nobody needs to write your words. You have little need for coaxing to get it done and seldom need help from others. Piece by piece the ideal customer service agent is coming together.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

CSM Magazine

JANUARY 2, 2025

Lets explore how to embed empathy into your customer support operations. You need to show them how. Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions. Scripts shouldnt box agents into rigid responses.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Fonolo

AUGUST 4, 2022

You can come pretty close to this scenario—all you have to do is learn how to monitor your call center performance! Agent performance measures how your contact center agents fare in their day-to-day work. How to Improve Contact Center Agent Performance. Script adherence. How do you measure #call center performance?

Call Center 81

Call Center Abandon rate Contact Center Average Handle Time 81

AWS Machine Learning

JANUARY 8, 2024

The first allows you to run a Python script from any server or instance including a Jupyter notebook; this is the quickest way to get started. In the following sections, we first describe the script solution, followed by the AWS CDK construct solution. The following diagram illustrates the sequence of events within the script.

Scripts 115

Scripts Construction APIs Healthcare 115

SharpenCX

JUNE 28, 2023

Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? You can use this metric to identify peak volume as well. You can use this metric to identify peak volume as well.

Call Center 67

Call Center Metrics call center software Contact Center 67

AWS Machine Learning

NOVEMBER 15, 2023

This post shows how to create a custom-made AutoML workflow on Amazon SageMaker using Amazon SageMaker Automatic Model Tuning with sample code available in a GitHub repo. If you don’t want to change the quota, you can simply modify the value of the MAX_PARALLEL_JOBS variable in the script (for example, to 5).

Scripts 118

Scripts Best practices Accountability Engineering 118

AWS Machine Learning

MARCH 6, 2024

In this post, we demonstrate how to efficiently fine-tune a state-of-the-art protein language model (pLM) to predict protein subcellular localization using Amazon SageMaker. In the following sections, we go through the steps to prepare your training data, create a training script, and run a SageMaker training job.

Scripts 125

Scripts Biotechnology Healthcare Accountability 125

TeleDirect

MARCH 15, 2025

Lower satisfaction due to robotic scripts and miscommunication. How to Choose the Right US-Based Call Center for Your Business When selecting a domestic call center, consider the following: 1. Delays due to offshore time zones. Customer Satisfaction High satisfaction due to personalized service. Increased risk of data breaches.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62