Vistio

JANUARY 27, 2025

In contact centers, scripts have long been a cornerstone of customer interactions. But as customer demands grow more complex and situations become less predictable, relying solely on scripts can hinder an agents ability to deliver exceptional service. However, scripts can also be limiting.

Scripts 52

Scripts Coaching Contact Center Feedback 52

Vistio

JANUARY 13, 2025

Effective agent training is more than just a checkbox on a to-do listits a critical investment in long-term success. The Pitfalls of Classroom and Mock-Call Training Traditional training methods, such as classroom sessions and mock-call exercises, can only take agents so far.

Scripts 52

Scripts Contact Center Feedback Customer Experience 52

ShepHyken

APRIL 9, 2021

First, ditch the scripts. If you’re a new customer support rep, your organization will certainly ask you to follow a script. Reading from a script makes you sound like a robot. By no means do they want to talk to someone who’s reading a script? Now, how can you achieve that? But guess what?

Customer Service 366

Customer Service Scripts voip contact center solutions 366

AWS Machine Learning

OCTOBER 28, 2024

A preprocessor script is a capability of SageMaker Model Monitor to preprocess SageMaker endpoint data capture before creating metrics for model quality. However, even with a preprocessor script, you still face a mismatch in the designed behavior of SageMaker Model Monitor, which expects one inference payload per request.

Scripts 99

Scripts Metrics Engineering Analytics 99

Beyond Philosophy

AUGUST 1, 2019

Why Training on Emotional Management for Frontline Employees is Vital. Lack of employee training. Before you get to training, you have some critical work to do. It is essential to train your people on how to do that. Many employees need training on how to evoke those emotions. The answer is too many.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

ShepHyken

JUNE 17, 2019

My Comment: While I don’t believe in scripts (How can you script sincerity?), Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts by Rachael Royds. As mentioned, I’m concerned with a company that focuses on scripts.

Customer Service 284

Customer Service Scripts Feedback Call Center 284

Steve DiGioia

FEBRUARY 18, 2021

Many must recite a script written by someone who sits in an office far removed from the customers or by someone who, for years, hasn’t been “on the front lines” with the customers. Don’t Make Your Employees Read From a Script. But since they have the position, they think they know better…but do they?

Scripts 246

Scripts Personalization Management 246

Vistio

DECEMBER 9, 2024

If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? Its like trying to prepare for a marathon by practicing sprintsyou might be training, but youre not training for what matters. The result?

First call resolution 52

First call resolution Upselling Scripts Coaching 52

Fonolo

OCTOBER 21, 2021

The question is, can call centers improve agents’ emotional intelligence through training and employee engagement strategies ? A customer service agent trained to use empathy in their interactions has the power to develop a relationship with you even over the phone. Train your agents’ empathy skills with these 5 tips: 1.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

ShepHyken

JUNE 18, 2021

Hire and Train Experienced Customer Service Staff. Customers may lose trust in your organization if they feel your service department is poorly trained. To ensure they’re knowledgeable of your company , create flashcards of common questions and complaints that have their own scripted answers. .

Scripts 382

Scripts Customer Service Personalization 382

AWS Machine Learning

APRIL 18, 2024

Organizations typically counter these hurdles by investing in extensive training programs or hiring specialized personnel, which often leads to increased costs and delayed migration timelines. Traditionally, cloud engineers learning IaC would manually sift through documentation and best practices to write compliant IaC scripts.

Scripts 123

Scripts Best practices Engineering Accountability 123

Beyond Philosophy

MAY 31, 2019

Your job is to write the Customer Experience script and memorize it. Define it to have your entire team reading from the same script. Customer Service excellence is an integral part of how people remember things, but too few organizations take the time to train their customer-facing employees to deliver it.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Callminer

AUGUST 1, 2017

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. Continuous coaching and training helps mitigate this risk. It will also help you to monitor productivity on a longer-term scale.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

NOVEMBER 30, 2023

Building foundation models (FMs) requires building, maintaining, and optimizing large clusters to train models with tens to hundreds of billions of parameters on vast amounts of data. Customers such as Stability AI use SageMaker HyperPod to train their foundation models, including Stable Diffusion.

Scripts 122

Scripts Engineering Government Management 122

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

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. Customer Service excellence is an integral part of how people remember things, but too few organizations take the time to train their customer-facing employees to deliver it.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

AWS Machine Learning

MARCH 8, 2023

With SageMaker, data scientists and developers can quickly and easily build and train ML models, and then directly deploy them into a production-ready hosted environment. This post shows a way to do this using Snowflake as the data source and by downloading the data directly from Snowflake into a SageMaker Training job instance.

Scripts 125

Scripts Accountability Enterprise Management 125

AWS Machine Learning

JANUARY 31, 2025

These models are trained using self-supervised learning algorithms on expansive datasets, enabling them to capture a comprehensive repertoire of visual representations and patterns inherent within pathology images. Training jobs are run on p3.2xlarge and g5.2xlarge instances. The AWS CloudFormation template for this solution uses t3.medium

Healthcare 94

Healthcare Scripts Benchmark SaaS 94

AWS Machine Learning

SEPTEMBER 20, 2023

For example, you may want to make use of Amazon SageMaker to build and train ML model, or use Amazon SageMaker Jumpstart to deploy pre-built foundation or third party ML models, which you can deploy at the click of a few buttons. We show how you can build and train an ML model in AWS and deploy the model in another platform.

Scripts 120

Scripts Engineering Accountability Enterprise 120

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

CSM Magazine

FEBRUARY 5, 2025

When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming. Here, we will walk you through every step of training your first customer support rep, ensuring they represent your start-up with professionalism, empathy, and efficiency. Avoid overly complicated explanations.

Customer Support 52

Customer Support Customer centricity Construction Morale 52

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 78

Customer Service Scripts Coaching Finance 78

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 119

APIs Healthcare Scripts Enterprise 119

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

AWS Machine Learning

MAY 23, 2024

By utilizing sparse expert subnetworks that process different subsets of tokens, MoE models can effectively increase the number of parameters while requiring less computation per token during training and inference. This enables more cost-effective training of larger models within fixed compute budgets compared to dense architectures.

APIs 126

APIs Engineering Scripts Construction 126

ShepHyken

JANUARY 25, 2019

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. Ideally, customer service representatives in your company are undergoing periodic training to ensure they are truly listening to customers; concerns.

Scripts 299

Scripts Education Best practices Personalization 299

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 106

Scripts Metrics Management Accountability 106

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 100

Biotechnology Scripts Healthcare APIs 100

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 110

Scripts Finance Telecommunications Enterprise 110

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 113

Scripts APIs Metrics Management 113

Beyond Philosophy

MARCH 13, 2017

In our Customer Experience Management Training , we use stories of truly horrendous customer experiences to get them laughing while also absorbing a key concept. Train employees on what’s tasteful and what’s not, and especially avoid jokes that can demean or insult any group of people. When you want to create a better work environment.

Scripts 313

Scripts Consulting Consulting Customer Experience 313

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 339

Customer Service Chatbots Customer effort Scripts 339

Integrity Solutions

JULY 24, 2024

One of the most critical areas where small businesses can gain a competitive edge is by investing in their teams’ development, particularly through sales training. The Fundamental Element Sales Training Often Overlooks Sales training is often deployed with a focus on product knowledge, process, selling skills and techniques.

Sales 100

Sales Coaching Marketing Scripts 100

AWS Machine Learning

MAY 1, 2024

It comes in a range of parameter sizes—7 billion, 13 billion, and 70 billion—as well as pre-trained and fine-tuned variations. Many practitioners fine-tune or pre-train these Llama 2 models with their own text data to improve accuracy for their specific use case.

Scripts 109

Scripts Best practices Engineering Management 109

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 109

Scripts Engineering Best practices Construction 109

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 118

APIs Engineering Scripts Management 118