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Stop Reading From The Script!

ShepHyken

This is a great customer service training lesson. It was obvious that this rep was trained to tell the customer that when the problem couldn’t be solved over the phone to make an appointment to take the car to the dealer. It probably wasn’t an actual script, but it was an answer she was trained to use. Sorry about that.”.

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How Dynamic Scripting Can Improve Your Agents’ Performance

Calltools

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.

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Generate training data and cost-effectively train categorical models with Amazon Bedrock

AWS Machine Learning

In this post, we explore how you can use Amazon Bedrock to generate high-quality categorical ground truth data, which is crucial for training machine learning (ML) models in a cost-sensitive environment. This results in an imbalanced class distribution for training and test datasets.

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Call Center Scripting Software: AI for Dynamic Customer Service

Balto

“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.

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

How automating a customer service call isn’t as simple as using a script from a human interaction. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent. You’ll learn: The internal stakeholders you need to involve and engage to make your conversational AI project a successful one.

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Dealing With Angry Customers: Be Sincere When You Apologize

ShepHyken

I realized after the third one that she was trained to say, “I’m sorry,” but she wasn’t trained on when or how often to say it. . It can seem as if you’re working off of a script, which is okay as long as the customer doesn’t get the sense that you’re working off of a script. . Follow on Twitter: @Hyken.

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How to Create Effective Customer Service Training Videos

CSM Magazine

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Ready to take your customer service training to the next level?

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.