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How to Fix Onboarding, According to 400+ Contact Center Employees

Balto

1-on-1 training stayed in the number one spot for both groups regardless of whether the data was filtered by position, contact center size, industry, department, and onboarding program length. For example, onboarding buddies meet with new hires twice during their first month to answer questions and discuss best practices.

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Use streaming ingestion with Amazon SageMaker Feature Store and Amazon MSK to make ML-backed decisions in near-real time

AWS Machine Learning

Streaming ingestion – An Amazon Kinesis Data Analytics for Apache Flink application backed by Apache Kafka topics in Amazon Managed Streaming for Apache Kafka (MSK) (Amazon MSK) calculates aggregated features from a transaction stream, and an AWS Lambda function updates the online feature store.

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What is Interactive Voice Response (IVR): All You Need to Know

JustCall

It is used prominently across industries such as contact centers, healthcare, banking, payment processing, etc. For instance, your IVR prompt may read out: “ Press 1 to speak with a Support Agent; Press 2 to speak with a Sales Agent; Press 3 to get in touch with the Accounts Department. What is Multi-level IVR?