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

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 391

Scripts Customer Service Personalization 391

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

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 120

Scripts Engineering Government Management 120

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

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 113

Scripts Best practices Engineering Accountability 113

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 114

Scripts Accountability Enterprise Management 114

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 301

Scripts Education Best practices Personalization 301

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 109

Scripts Engineering Accountability Enterprise 109

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 349

Customer Service Chatbots Customer effort Scripts 349

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

JANUARY 12, 2018

So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. Because scripts and checklists are all the rage now, employees are scripted to death. When I hear a script, I wonder if the person can help me.

Customer Service 254

Customer Service Scripts Customer Experience Personalization 254

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 110

APIs Healthcare Scripts Enterprise 110

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 116

APIs Engineering Scripts Construction 116

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 97

Sales Coaching Marketing Scripts 97

Beyond Philosophy

JUNE 17, 2019

Servers are rewarded for advancing these goals, and they are not trained or encouraged to respond to customers’ social cues. To correct these issues, restaurants need to train employees to empathize with customers and pick up on cues they are sending out. The hostess who reluctantly seats you is probably just following protocol.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. While sticking to set scripts can be helpful, being genuinely concerned with solving customer concerns helps customers feel valued.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Beyond Philosophy

MARCH 29, 2016

They used identical scripts, but the stakes were higher for some participants than others. Another is to provide training in how to project a genuine smile – perhaps by visualizing pleasant or funny things while interacting with customers. The ‘senders’ viewed the videos and decided whether to send money, and how much.

Consulting 283

Consulting Consulting Advertising Scripts 283

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 95

Scripts Metrics Management Accountability 95

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 103

Scripts APIs Metrics Management 103

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 90

Biotechnology Scripts Healthcare APIs 90

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 100

Scripts Finance Telecommunications Enterprise 100

Beyond Philosophy

FEBRUARY 2, 2024

In my tenure as a global Customer Experience Consultant, we’ve trained many employees on the impact of language choices. 11:46 We give our first thoughts about Smith’s ideas, and agree that neither of us thinks scripts are a great idea for customer interactions.

Scripts 221

Scripts Consulting Consulting Customer Experience 221

ShepHyken

OCTOBER 29, 2021

Call scripting . Contact centers receive volumes of calls and a call center script makes life easier for the support agents. With call scripting, your agents can practice and prepare before interacting with customers. Another advantage is, one can create common scripts for all the staff and maintain consistency.

call center software 216

call center software Call Center Customer Support Scripts 216

Callminer

MAY 26, 2020

Common approaches to solving such issues include staffing additional agents, encouraging faster answering with more frequent holds and training agents in multiple disciplines so that they can handle a greater variety of concerns. Average Handle Time.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Calltools

NOVEMBER 13, 2024

This is where dynamic scripting comes in. It customizes call scripts in real time, ensuring every single conversation is more relevant and personal. Dynamic scripting lets you cater scripts for different customers, demographics, and campaigns. What Is Dynamic Scripting? Dynamic scripting can help with all this.

Scripts 52

Scripts CRM call center software Technical Support 52

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 100

Scripts Engineering Best practices Construction 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 99

Scripts Best practices Engineering Management 99

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

Balto

OCTOBER 22, 2024

“To Script or Not to Script” For decades, call center scripting software has been at the heart of customer service operations, helping call center agents navigate complex conversations, ensure compliance, and provide a consistent customer experience.

Scripts 52

Scripts Call Center Customer Service call center software 52

ShepHyken

MARCH 6, 2020

She delivers her message through keynote speeches, breakout sessions, and in-depth customized training and coaching. Patricia is now virtually everywhere with FrippVT , her interactive, learn-at-your-own-pace, virtual presentation skills training. . Read Shep’s latest Forbes article: A PSA For Sales Leaders: Ditch Your Sales Scripts.

Customer Service 249

Customer Service Coaching Advertising Scripts 249

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. per training task 20 minutes average $0.38

Metrics 109

Metrics APIs Scripts Construction 109

Callminer

MAY 29, 2019

Agents testing this path can be scored against adherence to the desired script or their ability to identify language which indicates a willingness to buy. Improving coaching and training. Call recordings contain a huge amount of information that can be incredibly useful for coaching and training purposes. Ensuring compliance.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

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. Addressing increased vulnerability will take training…”. They can then incorporate serving customers with these specific vulnerabilities into training. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345