CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Metrics 64

Metrics Feedback Analytics Scripts 64

AWS Machine Learning

NOVEMBER 14, 2024

The DS uses SageMaker Training jobs to generate metrics captured by , selects a candidate model, and registers the model version inside the shared model group in their local model registry. Optionally, this model group can also be shared with their test and production accounts if local account access to model versions is needed.

Government 106

Government Management APIs Accountability 106

Beyond Philosophy

MAY 31, 2019

If you don’t, you may be managing the wrong metrics in your Customer Experience. Your job is to write the Customer Experience script and memorize it. Define it to have your entire team reading from the same script. You can remember things as being better or worse than they are. Therefore, you must understand how memories work.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

AWS Machine Learning

DECEMBER 7, 2022

The success of any machine learning (ML) pipeline depends not just on the quality of model used, but also the ability to train and iterate upon this model. However, doing this tuning manually can often be cumbersome due to the size of the search space, sometimes involving thousands of training iterations. Solution overview.

Scripts 100

Scripts Metrics Healthcare Accountability 100

AWS Machine Learning

OCTOBER 16, 2024

This allowed Intact to transcribe customer calls accurately, train custom language models, simplify the call auditing process, and extract valuable customer insights more efficiently. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 89

Customer Service Scripts Coaching Finance 89

TechSee

FEBRUARY 10, 2025

Rather than relying on static scripts, Sophie autonomously decides how to engage. A national smart home provider used dynamic visual guidance to reduce handling time by over to 40%, letting teams handle more queries in less time – while automatically training AI models for future Agentic AI automation. Visual troubleshooting?

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

ShepHyken

MAY 31, 2021

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. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken.

Customer Service 342

Customer Service Chatbots Customer effort Scripts 342

AWS Machine Learning

NOVEMBER 15, 2024

For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets. For early detection, implement custom testing scripts that run toxicity evaluations on new data and model outputs continuously.

APIs 112

APIs Government Best practices Metrics 112

AWS Machine Learning

SEPTEMBER 18, 2024

It is important to consider the massive amount of compute often required to train these models. When using compute clusters of massive size, a single failure can often throw a training job off course and may require multiple hours of discovery and remediation from customers. In recent years, FM sizes have been increasing.

Scripts 118

Scripts Metrics Management Accountability 118

TeleDirect

MARCH 20, 2025

Train agents to listen without interrupting and to ask clarifying questions when needed. Equip Agents with Comprehensive Training Invest in ongoing training programs that cover customer service skills, technical knowledge, and problem-solving techniques. Q2: What training methods are best for call center agents?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

AWS Machine Learning

MAY 31, 2024

In this blog post and open source project , we show you how you can pre-train a genomics language model, HyenaDNA , using your genomic data in the AWS Cloud. Amazon SageMaker Amazon SageMaker is a fully managed ML service offered by AWS, designed to reduce the time and cost associated with training and tuning ML models at scale.

Biotechnology 118

Biotechnology Scripts Healthcare APIs 118

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. Revenue per Agent: This metric measures the revenue generated by each agent. For many leaders, it might often feel like a high-wire act.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

AWS Machine Learning

FEBRUARY 12, 2025

Trained on broad, generic datasets spanning a wide range of topics and domains, LLMs use their parametric knowledge to perform increasingly complex and versatile tasks across multiple business use cases. We added simplified Medusa training code, adapted from the original Medusa repository.

Scripts 79

Scripts Metrics Engineering Accountability 79

AWS Machine Learning

APRIL 29, 2024

In recent years, large language models (LLMs) have gained attention for their effectiveness, leading various industries to adapt general LLMs to their data for improved results, making efficient training and hardware availability crucial. In this post, we show you how efficient we make our continual pre-training by using Trainium chips.

APIs 124

APIs Healthcare Scripts Enterprise 124

Callminer

JANUARY 18, 2021

Use call recordings and ongoing training to nurture emotional competence among agents. Training agents to excel at their positions falls largely on teaching them to calmly coax positive results from negative situations. Emotional intelligence can be trained most effectively by refocusing your agents’ attention on their own behaviors.

Best practices 226

Best practices Call Center Contact Center Scripts 226

AWS Machine Learning

SEPTEMBER 26, 2024

Trained on the Amazon SageMaker HyperPod , Dream Machine excels in creating consistent characters, smooth motion, and dynamic camera movements. Model parallel training becomes necessary when the total model footprint (model weights, gradients, and optimizer states) exceeds the memory of a single GPU.

Scripts 120

Scripts APIs Metrics Management 120

AWS Machine Learning

NOVEMBER 20, 2023

This vision model developed by KT relies on a model pre-trained with a large amount of unlabeled image data to analyze the nutritional content and calorie information of various foods. The teacher model remains unchanged during KD, but the student model is trained using the output logits of the teacher model as labels to calculate loss.

Scripts 122

Scripts Finance Telecommunications Enterprise 122

AWS Machine Learning

SEPTEMBER 2, 2022

Distributed deep learning model training is becoming increasingly important as data sizes are growing in many industries. Many applications in computer vision and natural language processing now require training of deep learning models, which are growing exponentially in complexity and are often trained with hundreds of terabytes of data.

Scripts 98

Scripts Metrics Accountability APIs 98

OctopusTech

JANUARY 20, 2025

In the case of a call center, you will mark the performance of the agents against key performance indicators like script compliance and customer service. The goal of QA in any call center is to maintain high levels of service quality, ensure agents adhere to company policies and scripts, and identify areas of improvement.

Call Center 62

Call Center Scripts Benchmark Average Handle Time 62

AWS Machine Learning

APRIL 19, 2024

In this post, we focus on how we used Karpenter on Amazon Elastic Kubernetes Service (Amazon EKS) to scale AI training and inference, which are core elements of the Iambic discovery platform. We wanted to build a scalable system to support AI training and inference. Here we use the number of requests per second as a custom metric.

Metrics 126

Metrics APIs Scripts Construction 126

TeleDirect

APRIL 3, 2025

Trained Professional Agents: Our team is skilled in delivering compassionate and effective support. Custom Script Design: Tailor responses to align with your brand voice. Our agents are not just skilled communicatorsthey are experts trained to handle industry-specific challenges. A: Absolutely!

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

AWS Machine Learning

NOVEMBER 22, 2023

Like many ML organizations, accelerators are largely used to accelerate DL training and inference. In this post, we discuss how M5 was able to reduce the cost to train their models by 30%, and share some of the best practices we learned along the way. To use accelerators, you need a software layer to support them.

Scripts 114

Scripts Engineering Best practices Construction 114

AWS Machine Learning

APRIL 29, 2024

First, the AWS Trainium accelerator provides a high-performance, cost-effective, and readily available solution for training and fine-tuning large models. We then show how to set up the infrastructure stack you need to take your own data assets and pre-train or fine-tune a state-of-the-art Llama2 model on Trainium hardware.

APIs 126

APIs Engineering Scripts Management 126

Callminer

APRIL 24, 2020

In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. Focus on the Metrics that Matter Most. Avoid Negative Language.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

AWS Machine Learning

FEBRUARY 1, 2023

Although larger models tend to be more powerful, training such models requires significant computational resources. Even with the use of advanced distributed training libraries like FSDP and DeepSpeed, it’s common for training jobs to require hundreds of accelerator devices for several weeks or months at a time.

Scripts 98

Scripts Benchmark Management Enterprise 98

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 133

Engineering Scripts Metrics Advertising 133

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

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. For example, it can take up to 5-6 weeks to provide training to new agents at a call center.

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

AWS Machine Learning

DECEMBER 5, 2023

Large language model (LLM) training has become increasingly popular over the last year with the release of several publicly available models such as Llama2, Falcon, and StarCoder. Customers are now training LLMs of unprecedented size ranging from 1 billion to over 175 billion parameters. sharded) across GPUs in the training job.

Benchmark 122

Benchmark Engineering Scripts Metrics 122

AWS Machine Learning

OCTOBER 27, 2022

Certain machine learning (ML) workloads, such as training computer vision models or reinforcement learning, often involve combining the GPU- or accelerator-intensive task of neural network model training with the CPU-intensive task of data preprocessing, like image augmentation. This post is co-written with Chaim Rand from Mobileye.

Scripts 97

Scripts Benchmark Metrics Transportation 97

CCNG

AUGUST 23, 2023

Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates. Analyzing these metrics helps contact centers identify bottlenecks and areas for improvement. This optimization leads to enhanced operational efficiency and reduced costs.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

AWS Machine Learning

DECEMBER 13, 2024

This helps with data preparation and feature engineering tasks and model training and deployment automation. Pipelines also integrates with Amazon SageMaker Automatic Model Tuning which can automatically find the hyperparameter values that result in the best performing model, as determined by your chosen metric.

Scripts 98

Scripts Engineering Analytics Sales 98

AWS Machine Learning

FEBRUARY 29, 2024

The framework code and examples presented here only cover model training pipelines, but can be readily extended to batch inference pipelines as well. Configuration files (YAML and JSON) allow ML practitioners to specify undifferentiated code for orchestrating training pipelines using declarative syntax.

Scripts 127

Scripts Engineering Metrics Best practices 127

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Addressing increased vulnerability will take training…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

AWS Machine Learning

JULY 1, 2024

Amazon SageMaker is a machine learning (ML) platform designed to simplify the process of building, training, deploying, and managing ML models at scale. Additionally, we walk through a Python script that automates the identification of idle endpoints using Amazon CloudWatch metrics. client("cloudwatch") sagemaker = boto3.client("sagemaker")

Scripts 120

Scripts Metrics Best practices Management 120